Contact Center Supervisor

Compensation:

Minimum $32.25

Maximum $48.38

Placement in the pay scale will be determined by experience and qualifications.

• Description: Provides direct supervision to assigned representatives through structured one-on-one meetings, performance reviews, coaching conversations, and development planning. Reinforces accountability to role expectations and supports career progression using established development frameworks.
• Success Metric: Team performance aligns with established Contact Center Standards, and individual team members demonstrate measurable skill growth and progression readiness.

• Description: Supports daily operational priorities established by the Contact Center Manager by monitoring team-level schedule adherence, workflow discipline, service quality, and performance expectations. Addresses individual performance gaps and communicates broader trends or risks to leadership as appropriate.
• Success Metric: Team maintains stable operational performance aligned with departmental standards, with timely intervention and visibility into performance concerns.

• Description: Coaches team members to consistently demonstrate Harborstone’s Committed, Kind, and Dependable values. Encourages service behaviors that create thoughtful, personalized, and memorable member experiences inspired by Surprise and Delight principles.
• Success Metric: Strong OSAT/NPS results, increased member retention and activation, improved one-call resolution, reduction in service escalations, and successful attainment of referral, activation, and other sales-based objectives.

• Description: Identifies strengths and development opportunities within the team and reinforces clear expectations around skill mastery and readiness for advancement. Supports structured growth conversations aligned with Harborstone’s development frameworks.
• Success Metric: Demonstrates documented development plans and visible progression readiness across the assigned team.

• Reinforces risk mitigation, fraud awareness, compliance adherence, and audit readiness at the team level by ensuring representatives consistently follow established procedures and documentation standards.
• Leads team huddles, coaching discussions, and performance conversations aligned with departmental priorities and service standards.
• Partners with the Contact Center Manager to communicate operational insights, performance trends, and development needs affecting the assigned team.
• Supports onboarding and training efforts for new team members and reinforces skill development expectations within the team.
• Participates in departmental initiatives, pilots, and continuous improvement efforts as directed by leadership.
• Promotes a positive, accountable work environment that reflects Harborstone’s mission and Ten Essentials.
• Performs other duties as assigned.

• High School Diploma or GED (Essential)
• Associate’s or Bachelor’s degree in Business, Finance, Leadership, Communications, or related field (Preferred)

• Minimum three to five years of customer service experience in a contact center, financial services, or regulated environment (Essential)
• Previous supervisory, team leadership, or coaching experience with direct reports (Essential)
• Experience conducting performance conversations, managing accountability, and supporting role progression (Essential)
• Experience working within performance-driven environments with service, quality, and operational standards (Essential)

• Proficiency in contact center platforms, digital banking systems, and workforce or performance dashboards (Essential)
• Strong understanding of compliance standards including BSA, AML, OFAC, fraud prevention, and documentation expectations (Essential)
• Proficiency in Microsoft Office Suite and collaboration platforms (Essential)
• Ability to interpret team-level performance reporting and apply insight to coaching conversations (Essential)

• Strong coaching and feedback delivery skills
• Ability to motivate and hold team members accountable to standards
• Emotional intelligence and composure in high-pressure situations
• Strong communication skills, both verbal and written
• Conflict resolution and performance management capability
• Commitment to modeling Harborstone’s Committed, Kind, and Dependable values
• Ability to foster service excellence and encourage Surprise & Delight member experiences

• Ability to communicate effectively in verbal, written, and electronic formats with internal and external stakeholders.
• Ability to read, comprehend, and respond to written and verbal instructions and information.
• May be required to sit or stand for extended periods, depending on job duties.
• May involve repetitive motions, including keyboarding and handling office equipment.
• May require stooping, bending, squatting, or reaching occasionally.
• May be required to lift and carry items weighing up to 50 pounds.
• Ability to navigate office environments, including walking between workstations, meeting rooms, and member service areas.