Contact Center Supervisor

WECU is seeking a Contact Center Supervisor to join our hybrid Contact Cente r team in Bellingham, WA . This position strives to make a difference in members’ lives as defined by WECU’s mission and vision. Provides a high level of consistent service to our membership and partners with the Contact Center Manager in overseeing the daily operations and responsibilities relating to the efficient operation of their Contact Center team.

Availability for a rotating Saturday shift is required.

RESPONSIBILITIES

Performs all functions of a Contact Center Manager in their absence. Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy and respect, cross-selling additional services, and making a personal effort to make members feel they belong and are important to the credit union.

Assists the Contact Center Manager in overseeing the daily activity of telephone and online inquiries to assure that all members are provided assistance that represents the highest quality professional member service that encourages the retention and expansion of the credit union’s membership and loan portfolio. Exercises authority level and decision-making skills to employ sound judgement, protect the credit union’s interests, maintain knowledge of and adhere to all standards on internal and external policies and procedures and BSA regulations.

Understands and complies with security procedures at all times. Ensures staff are well trained and have the support they need to perform their duties; regularly observes and coaches staff to meet the expectations of their role and delivers the highest quality of member service possible. Empowers employees with an amount of autonomy to make decisions.

Is responsible for analyzing performance, coaching, developing action plans and delivering performance warnings as needed. Facilitates consistent communication, as well as department meetings, to disseminate vision, pertinent information and discuss operations methods and opportunities. Builds and maintains trusting relationships to achieve goals and accomplish tasks by recognizing and utilizing the strengths of a team.

Encourages and inspires team unity, commitment, and trust. Facilitates cooperation and motivates team members to solve problems and accomplish goals. Listens to member and staff needs, articulates what those needs are, and find solutions to these needs. Partners with other Contact Center Supervisor(s) to ensure staff across the teams are well trained and have the support they need to perform their duties.

Conducts monthly and quarterly staff dialogs; regularly observes and coaches staff to meet the expectations of their role and deliver the highest quality of member service possible. Empowers employees with an amount of autonomy to make decisions. Meets all individual sales and service goals associated with their position.

Assists Contact Center management with researching and developing new processes and procedures directly applicable to the Contact Center team. Leads by example and holds staff accountable, while creating a positive, engaged team who strives to do their best every day. Participates in the Quality Call Monitoring Program.

Responsible for reviewing both live and recorded calls on a consistent cadence which also includes filling out Quality Call Monitoring scorecards, communication to staff recapping the calls monitored, and performance and/or training follow up as needed. Meets or exceeds all behavioral standards of a WECU employee. Follows WECU’s policies and all applicable laws and regulations.

Performs other duties as assigned and may also assist others to complete tasks and work assignments. NOTE: Job descriptions are not intended and should not be construed to be exhausted lists of all responsibilities, skills, efforts, or working conditions associated with a job.

QUALIFICATIONS

Minimum: High school diploma or general education degree (GED); plus, three to five years’ related experience and/or training or equivalent combination of higher education and experience. Relevant training in a credit union, bank, other financial institution, and/or contact center management experience preferred or any documented work experience which provides the candidate with equivalent knowledge and/or experience of the above minimum requirements.

Excellent oral and written communication skills required. Complete working familiarity with the credit union’s computer system, including input and output functions, general ledger account knowledge, balancing daily work, and training personnel in the appropriate usage of the computer system in their assigned tasks. Should effectively present information in one-on-one situations to members, potential members, and other employees of the credit union.

Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities, companies and/or individuals becomes necessary.

COMPENSATION

The salary range for this position is from $34.21 to $48.30 per hour. WECU provides a comprehensive benefits package that includes robust medical, dental, and vision benefits with low employee premiums, 401(k) retirement plan with an 8% annual contribution from WECU, bonus plan, two or more weeks of vacation, up to 11 paid holidays, paid life and disability insurance, annual wellness benefit, loan discounts, professional development, and much more.

ABOUT WECU: WECU is a not-for-profit financial cooperative where members are encouraged to save and borrow responsibly at fair and competitive rates. Headquartered in Bellingham, WA, WECU has over 160,000 members and over $3 billion dollars in assets. It is WECU's mission to make a meaningful difference in the lives of our members.

We strive to treat both members and staff with honesty and integrity and to be a socially responsible part of our community. WECU also endeavors to be an employer of choice. WECU is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace. We make employment decisions based on merit and qualifications and seek to have the best qualified person in every job.

WECU policy prohibits discrimination based on race, color, religion, creed, sex, gender, sexual orientation, gender identity, marital status, age, national origin, or ancestry, physical or mental disability, veteran status, genetic characteristics or information, or any other consideration made unlawful by federal, state, or local laws.