Contact Center Supervisor

Do you enjoy working in a team environment with team members who are committed to providing outstanding member service? Are you passionate about serving your community in order to make a difference for as many people as possible? If you answered yes to both of these questions, Service 1 Federal Credit Union may have an opportunity for you!

Service 1 Federal Credit Union is seeking a motivated and knowledgeable Contact Center Supervisor (full-time). The Contact Center Supervisor will be responsible for overseeing day-to-day Contact Center operations, ensuring effective and efficient delivery across phone, chat, SMS, virtual teller, online account opening, home banking, and all other member correspondence. The Contact Center Supervisor will also be responsible for leading, coaching, and managing Contact Center staff to achieve performance goals while delivering exceptional, high-quality member service. Applicants should possess strong leadership skills, excellent communication skills, and a positive attitude. Essential functions include:

· Assumes responsibility for the effective oversight and supervision of the Contact Center team.

· Assists in developing, supporting, and motivating the Contact Center team by ensuring access to the tools, training, and information required for success.

· Motivates and supports personnel through consistent communication, timely feedback, and ongoing performance discussions.

· Conducts observation-based coaching sessions to identify improvement opportunities and recognize positive behaviors across all engagement channels.

· Promotes a supportive, positive environment where personnel are empowered to solve problems and resolve member issues.

· Manages department schedules and staffing levels by monitoring attendance and engagement volume across all channels.

· Proactively identifies and resolves issues to minimize member impact and ensure timely resolution.

· Determines the appropriate course of action for problem resolution and communicates decisions clearly to all parties involved.

· Conducts research and resolves documentation errors or discrepancies accurately and promptly.

· Assists with high-level member escalations in a professional, timely, and solution-focused manner.

· Provides members with basic information regarding accounts, products, services, and payments, and performs basic account maintenance.

· Coordinates the completion of required forms for disputes, wires, accounts, and applications.

· Actively promotes cross-selling of products and services across all communication channels.

· Ensures Service 1 FCU’s brand and culture are consistently reinforced in all member interactions and internal practices.

· Complies with all policies, procedures, and Service 1 FCU’s Information Security policy.

· Keeps management informed of departmental activities, performance trends, and significant issues.

· Prepares and evaluates monthly reports to track volume and relevant channel statistics.

· Measures and monitors KPIs and overall performance results to support service and operational goals.

· Assists in the development of Contact Center policies, procedures, and quality standards.

· Perform other duties as needed.

Education and Experience Requirements:

· Previous Contact Center experience

· Previous financial institution experience (preferred)

Required Skills:

· Demonstrate excellent communication skills

· Ability and desire to lead others

· Ability to make independent decisions

· Ability to analyze and research information to determine a solution

· Ability to present oneself as well as Service 1 FCU in a professional manner

Service 1 Federal Credit Union offers an amazing benefit package with health, dental, vision, short-term disability, long-term disability and group term life insurance coverage(s) available. A generous 401(k) contribution and PTO benefits are also provided. Wages commensurate with experience. EOE.

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person