Contact Center Supervisor jobs in United States
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Sacramento Credit Union ยท 16 hours ago

Contact Center Supervisor

positionSacramento, CA
timeFull-time
remoteOnsite
seniorityMid Level
money$30/hr - $35/hr

Sacramento Credit Union is seeking a dynamic and experienced leader to join our team as a Contact Center Supervisor at our main office in downtown Sacramento. The role focuses on delivering outstanding member service while fostering a culture of accountability and excellence, shaping the member experience through proactive service and continuous improvement.

Financial Services

Responsibilities

Analyzes, plans, and oversees Contact Center operations. Monitors work conducted by staff for accuracy, efficiency and appropriate handling. Ensures adherence to procedures and guidelines. Ensures effective daily operation including opening and closing the phone queue
Completes one-on-one documented coaching as prescribed, weekly call monitoring and weekly documented coaching with staff to identify their strengths and opportunities. Maintains record of audits
Ensures service/operational challenges are resolved, including complicated issues, situations requiring overrides and optimizing accounts. Act as an escalation point for complex or sensitive member concerns. Provide real-time support to staff during escalated situations
Performs the duties of the Contact Center Manager in his/her absence
Oversees work schedules for Contact Center Representatives and Monitor real-time phone queues and digital service channels to support service level goals
Functions as Contact Center Representative on an as-needed basis
Demonstrates strong initiative by proactively identifying service gaps, operational inefficiencies, and training needs, and implementing solutions to improve performance and member experience. Maintains a high level of motivation and personal accountability, consistently driving team engagement, productivity, and results in a fast-paced contact center environment

Qualification

Credit union operationsLeadership expertiseCoaching skillsAnalytical acumenInterpersonal communicationComputer skillsHuman resources trainingProblem solvingOrganizational skills

Required

High School Diploma or G.E.D
Experience in a financial institution or credit union in progressive member services positions
Knowledge of credit union products and services, policies, procedures, laws and regulations
Ability to effectively supervise and develop assigned staff
Ability to perform ongoing coaching and maintain coaching logs
Demonstrated computer, 10 key and other office equipment skills
Demonstrated skills in organization and problem solving
Demonstrated inter-personal communication skills

Preferred

Training in management and human resources is highly desirable

Benefits

Medical/dental/vision
Paid Time Off
Pay Sick Leave
Subsidized Parking
Paid Holidays
Life insurance/AD&D
Short-term and Long-term disability
401(k)
And more

Company

Sacramento Credit Union

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Sacramento Credit Union provides quality consumer financial services to members in a friendly, professional, and prudent manner.
dateFounded in 1935
location
Sacramento, California, USA
people-size51-200 employees
web-link
https://www.sactocu.org

Funding

Current Stage
Growth Stage

Leadership Team

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Glenda Kaiser
Chief Financial Officer
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Company data provided by crunchbase