Contact Center Supervisor

TITLE: CONTACT CENTER SUPERVISOR

DEPARTMENT:  CONTACT CENTER

REPORTS TO: DEPARTMENT MANAGER

PAY SCALE: $30.00 -$35.00 HOUR

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. We’re looking for someone who thrives in a leadership role and is passionate about delivering outstanding member service while fostering a culture of accountability and excellence.

As a key member of our leadership team, you will play a critical role in shaping the member experience by creating an environment that emphasizes proactive service, problem-solving, and continuous improvement. This position is ideal for a strategic thinker who can balance operational efficiency with a strong commitment to our mission of improving our members’ financial well-being. You’ll have the opportunity to influence team performance, drive engagement, and ensure that every interaction reflects our core values and service pledge.

The ideal candidate brings a blend of leadership expertise, analytical acumen, and a deep understanding of credit union operations. You should be comfortable leveraging data to monitor performance, identify trends, and implement solutions that enhance service quality and operational consistency. If you are passionate about leading teams, inspiring excellence, and making a meaningful impact on member satisfaction, we invite you to explore this exciting opportunity.

RESPONSIBILITIES AND DUTIES: 

• 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. 

MINIMUM QUALIFICATIONS:

• 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.
• Training in management and human resources is highly desirable.
•  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.

PHYSICAL DEMANDS:

Employees may experience the following physical demands for extended periods of time:

• Sits for long periods, up to 90% of time. 
• View computer screen, up to 90% of the time.
• Walking throughout the department occasionally, up to 20% of time.

Our excellent benefits package includes 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.

It is Sacramento Credit Union’s policy to hire well-qualified people.  An integral part of this policy is to provide equal employment opportunity for all persons and administer hiring, working conditions, benefits and privileges of employment, compensation, training, appointments for advancement, including layoffs and recalls for all employees, without discrimination because of veteran status or disability.