Contact Center Supervisor in Yuba City, California at Sierra Central Credit Union

Summary

The Contact Center Supervisor provides frontline leadership and operational oversight of the Contact Center, with accountability for team performance, service quality, referral sales results, and regulatory compliance. This role directly supervises Contact Center Representatives, serves as the primary escalation point for complex member issues, and partners closely with the Contact Center Manager to support departmental goals. By bridging daily staff execution with departmental strategy, the Supervisor translates Contact Center objectives into daily priorities and measurable results, leads by example, fosters a positive and productive work environment, and ensures exceptional member service while minimizing operational risk, losses, and errors.

Essential Functions

1. Provide direct supervision, leadership, and daily direction to Contact Center Representatives to ensure high performance, productivity, and member satisfaction.
2. Serve as the escalation point for all supervisor-level calls and complex member concerns, resolving issues independently when possible.
3. Train, coach, mentor, and develop Contact Center Representatives at all levels, including onboarding, ongoing performance coaching, and corrective action when necessary.
4. Conduct call observations, complete performance evaluations, and provide timely feedback, documenting performance in the HR systems as required.
5. Maintain high standards of member service, professionalism, and accuracy while ensuring adherence to credit union policies, procedures, and regulatory requirements.
6. Monitor department productivity metrics, call volumes, quality scores, and service levels; take proactive steps to address staffing or performance gaps.
7. Oversee proper handling of negotiable items and approval authorities.
8. Process and oversee data changes, account adjustments, and member correspondence in accordance with established policies and controls.
9. Authorize and process cashier’s checks within established limits and delegated authority.
10. Ensure proper security, internal controls, and compliance practices are followed for all transactions, including negotiable instruments and account maintenance.
11. Evaluate current department procedures and workflows, making recommendations for improvements to efficiency, service quality, and risk mitigation.
12. Prepares and delivers operational, quality, and sales reporting to management.
13. Analyzes trends, performance data, and service metrics to inform decision making.
14. Proactively support cross-selling efforts and refer appropriate member business opportunities in alignment with credit union goals.
15. Attend meetings on behalf of the Contact Center Manager as needed and contribute to departmental planning, reporting, and team initiatives.
16. Collaborate with the Contact Center Manager to learn and support all aspects of contact center operations, reporting, scheduling, and performance management.
17. Ensure all member requests (phone, mail, and electronic) are processed accurately, timely, and in compliance with applicable policies and regulations.
18. Maintain required call handling expectations, quality standards, and compliance scores as established by the department.
19. Perform or support opening and closing duties of the Contact Center as needed.
20. Adhere to a flexible schedule, including evenings and weekends as business needs require.
21. Participate in ongoing training, leadership development, and required Talent and Development programs.
22. Perform other duties as assigned by the Contact Center Manager

Required Skills and Abilities

1. Advanced understanding of Contact Center operations and workflows
2. Strong ability to supervise, coach, and motivate contact center staff in a fast-paced, high-volume environment.
3. Excellent verbal and written communication skills with a member-focused approach.
4. Strong attention to detail with a high level of accuracy.
5. Ability to prioritize multiple tasks, manage competing demands, and adapt to changing business needs.
6. Solid knowledge of credit union operations, regulations, and risk controls.
7. Strong problem-solving and decision-making skills, with the ability to address real-time operational issues tactfully and professionally.
8. Demonstrated skill in monitoring performance metrics (KPIs) and providing timely, constructive feedback to improve results.
9. Strong customer-service mindset with the ability to balance employee engagement and operational requirements.
10. Demonstrated ability to work collaboratively with team members, supervisors, and cross-functional departments.
11. Proficiency in Contact Center systems and financial institution platforms, including but not limited to:

• DNA (or current core system)
• Contact Center phone systems (e.g., Talkdesk or equivalent)
• Online and mobile banking platforms
• Visa Online
• Zelle
• Payment-by-phone portals
• Card management systems (e.g., Card Central)
• Client Central
• Experian
• Paylocity

Education and Experience

1. High school diploma or equivalent required.
2. Minimum of four (4) years of progressive experience in a contact center or customer service operations environment.
3. Minimum of (2) years of supervisory or lead experience overseeing frontline contact center staff.
4. Four (4) or more years of financial institution experience preferred.
5. Previous experience in a sales driven service environment preferred.
6. Demonstrated success leading teams to performance and service goals.
7. Experience monitoring and responding to key performance indicators (KPIs) such as AHT, ASA, adherence, quality scores, and attendance

Physical Requirements and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Prolonged periods of sitting at a desk and working on a computer – 7 to 8 hours per day.
2. Light lifting, carrying, pushing and/or pulling objects up to 25 lbs.
3. Intermittent walking and bending.
4. General office environment: works generally at a desk in a well-lighted, air-conditioned cubicle/office, with moderate noise levels.

Work Location
This is an on-site position at our Corporate Headquarters in Yuba City, CA. Remote work not available.

Compensation Range

The company anticipates offering an annual salary range between $75,000 to $84,000 for this position at the time of hire. This range includes base salary and does not include possible overtime for non-exempt employees or any applicable performance-based incentives or commissions.

Annual Merit Increase

Employees are eligible for a discretionary yearly merit-based salary adjustment, based on individual performance and company results.

Comprehensive Benefits Package

We provide a robust benefits package designed to support your health, financial security, and work-life balance including:

• Medical, Dental & Vision Insurance options
• Voluntary Lines including hospital indemnity, accident, and critical illness policies
• Company Paid HRA (with enrollment in certain health plans)
• Company Paid Basic Term Life Insurance
  • Coverage at 2× annual base salary, up to a maximum of $500,000 for full-time employees
  • $25,000 for part-time employees
• Company Paid Long-Term Disability Insurance for Full-Time Employees
• Company Paid Telehealth Services Membership (Teladoc)
• Company Paid Employee Assistance Program (EAP)
• 401(k) Retirement Plan
  • Employer-funded safe harbor contribution of 3% of employee's eligible earnings
  • Discretionary employer match on employee contributions
• Flexible Spending Accounts
  • HSA
  • Medical FSA
  • Dependent Care FSA
  • Limited Purpose FSA
• Paid Time Off
  • Vacation accruals based on status and tenure within company
  • 12 sick days accrued annually for full-time employees
  • 1 hour for every 30 hours worked for part-time employees
  • 11 paid holidays (eligible after 90 days of employment)
• Travel Expense Reimbursement
  • All necessary and work-related travel expenses will be reimbursed in accordance with company policy

The preceding list of duties does not include all tasks and responsibilities that may be required with this position. Additional tasks may be assigned, as departmental and operational needs require.