Supervisor Contact Center

The Contact Center Supervisor, with support of the Manager, is responsible for the quality control of the Contact Center operations. The supervisor manages, organizes, monitors, and provides leadership to CC team to ensure continuous improvement of the member experience. Responsibilities include managing and monitoring sales referral goals, service standards, member assistance, management of contact channels, daily staffing needs, audits, and opening and closing duties.

Member Experience

Provides assistance and resolution to complex inquiries and transactions. Recommends corrective services to address member complaints. Takes supervisor (escalation) calls as required through the various channels and proactively looks for opportunities to create a better experience. Approves items outside of the team’s authority limits. Provides timely responses to member follow-ups from items such as fee reversals, complaints, member requests and emails. Monitors and manages service standards, production workload and timelines. Works closely with other departments to identify and resolve issues that impact the team and the members.

Team Oversight

Fosters continuous improvement within the department, including improvement of service level, abandonment rates and staff productivity and efficiency. Demonstrate responsibility for the delivery of reporting on daily / weekly basis related to call volumes, types of calls, areas for improvement, etc. Conducts quality service assurance monitoring for CC calls for all team members through reports and live observation. Provides feedback to CC team members and management. Responsible for scheduling team and ensuring daily responsibilities are completed while proper procedures are followed.  Maintains consistent calendar management for adherence to minimize overtime and meal premiums. Identifies team recommendations (hours of operation, staffing model, skill-based routing, authority limits, etc.). Reviews and standardizes procedures to improve team efficiency.

Team Development

Responsible for regular 1 on 1 meetings, coaching and performance feedback.  Responsible for observing team interactions with members / team members and identifies sales and service gaps and opportunities. Delivers information to CC Manager for formal coaching opportunities to team to ensure excellence in service delivery. Responsible for mentoring, coaching, and training team with a focus on sales, service and call quality at the direction of the CC Manager. Partners with CC management to create specific action plans that address improvement opportunities for team members and department. Maintains teamwork and morale among the team. Actively supports the team by walking the floor, completing side-by-sides, split-ins and providing assistance on the phone 30% of the time.

Sales & Service

Champions’ current marketing promotions related to the credit union’s overall sales/service strategy. Actively offers and cross-sells financial solutions and recommends appropriate products and services based on members’ needs, such as savings, and checking accounts, convenience services (i.e. auto buying, insurance and wealth management) and loans to meet assigned referral goals.  Gathers and submits mortgage referrals to mortgage division for follow-ups.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Experience

• Three to five years of similar or related experience
• Two to three years of supervisory experience preferred

Education/Certifications

• High School degree or GED required
• AA degree from community college preferred

Knowledge, Skills & Abilities

• Strong verbal and written communication skills, including the ability to interpret and follow written and verbal instructions
• Ability to work effectively both independently and collaboratively with individuals at all levels, inside and outside the organization
• Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment
• Significant level of trust and diplomacy required as conversations are of a sensitive and confidential nature
• Proficiency in standard office technology and systems, as applicable to the role

Other Skills

• Working knowledge of regulations relating to financial institutions
• Ability to motivate, influence, educate and counsel others

ASSOCIATE EXPECTATIONS

At Southland Credit Union, every associate is expected to actively contribute to results. This is a high-accountability, team-oriented environment where flexibility, ownership, dependability, and a willingness to step in are essential.

Associates are expected to:

• Take ownership of assigned responsibilities and follow through on commitments
• Be adaptable and responsive to changing priorities, deadlines, and business needs
• Step in to support teammates, service expectations, and broader team goals when needed
• Stay engaged in their work, identify issues early, and bring forward solutions
• Make sound decisions and take appropriate action without waiting for direction in every situation
• Contribute to a positive, high-performing culture through accountability, professionalism, and collaboration

Success at Southland comes from individuals who are proactive, dependable, and willing to do what it takes to support the team and move the organization forward.

OUR CULTURE

Southland Credit Union operates in a high-performing, accountable, and team-oriented environment. We value individuals who take ownership of their work, move with urgency, and focus on delivering results.

Success in this environment requires a proactive mindset, adaptability, and a willingness to contribute beyond defined responsibilities. Associates are expected to collaborate across functions, address challenges directly, and support the broader goals of the organization.

Our culture is built on:

• Accountability for outcomes
• Flexibility in a dynamic environment
• Collaboration and shared ownership of results
• Openness to feedback and continuous improvement
• A commitment to doing what is right for the member and the organization

This is an environment for individuals who are engaged, solution-oriented, and committed to high standards of performance.

WORK ENVIRONMENT & PHYSICAL DEMANDS

The conditions described below represent those an associate must meet to successfully perform the essential functions of this role, with or without reasonable accommodation.

This position requires work in a standard office environment, including regular use of a computer and telephone for extended periods. Associates may be required to remain in a stationary position, whether sitting or standing, for prolonged periods and to move throughout the work area as needed.

The role may involve occasional local travel and requires the ability to respond to operational and member service needs in a timely and professional manner.

Work is performed in a professional office setting with low to moderate noise levels. As part of a financial institution, associates are expected to follow all established safety, security, and risk management procedures.

This role may involve meeting deadlines, managing multiple priorities, and handling sensitive information, which may result in periods of increased workload and pressure.