Supervisor, Contact Center

Contact Center Supervisor

Is it surprising to hear that a financial institution of 1.5 million members and over $30 billion in managed assets say that success comes from focusing on people, not profits? Our "people helping people" philosophy has guided us since 1935, driving our deep commitment to serving our members, communities, and each other. When you join our team, you become part of a purpose-driven organization where your work makes a real difference. While we're proud of our history, we're even more excited about our future. With business and technology transformation on the horizon, there's never been a better time to be part of BECU.

The Target Pay Range for this position is $73,300.00-$89,600.00 annually. The full Pay Range is $57,000.00 - $105,900.00 annually. At BECU, compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer for employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.

Benefits because people helping people starts with supporting you :

401(k) Company Match (up to 3%)

4% annual contribution to your 401(k) by BECU

Medical, Dental and Vision (family contributions as well)

PTO Program + Exchange Program

Tuition Reimbursement Program

BECU Cares volunteer time off + donation match

Summary :

The Supervisor Contact Center is responsible for the delivery of outstanding member service, achievement of goals, operational efficiencies of their teams, and professional development of Contact Center employees. This role will develop each member of their team to their fullest potential, set clear direction, and create partnerships within BECU, while maintaining a focus on our members. The Supervisor Contact Center will set the tone by providing leadership, motivation and direction for staff. They will build a high performing team that prioritizes controls and drives business results. The Supervisor Contact Center ensures that all processes are performed in an accurate, professional, and efficient manner to ensure a high level of quality services are being provided to the membership. The Supervisor Contact Center will actively participate in department initiatives and objectives to support achievement of all Credit Union goals.

Responsibilities :

• Accountable for ensuring timely and accurate services by providing leadership, direction and effective monitoring of team's performance. Meet all performance and communication requirements outlined in the Contact Center Leader Standard Work Guide.
• Establish individual employee goals and objectives that are consistent and in line with established department initiatives and objectives.
• Ensure employees comply with policies, procedures and regulatory Credit Union requirements as well as ongoing training requirements. Review and provide timely coaching to employees on all compliance and procedural errors.
• Provide ongoing coaching, development and training of team members at minimum monthly for the purpose of conducting personnel evaluations and driving accountability for individual performance using competencies as performance measures. Regularly utilize systems to monitor performance and evaluate calls to ensure experience guidelines and job performance expectations are met.
• Utilize system applications to handle escalated calls and complaints. Work with team members to ensure that member concerns are resolved promptly and courteously, and when possible, by the first point of contact and member suggestions that align with the BECU strategic guidance.
• Create and drive opportunities for change by removing barriers and championing growth and progress within their division.
• Partner with the workforce team in monitoring call volumes, impacts and personnel activities. React appropriately to ensure internal and external members are assisted in a timely manner and within established service and quality objectives.
• Review and ensure all monthly audit requirements are completed on time.
• Research, develop and implement process improvement changes to decrease errors, increase efficiency and improve member experience and satisfaction levels. Ensure written procedures are documented for all functions within area of responsibility and update as necessary.
• Assist in the administration of approved budget to include planning and responding to variances.
• Participate in, and at times lead, department initiatives or projects as identified by the manager and / or director providing timely updates and communication to appropriate audiences.
• Perform additional duties assigned.

Qualifications :

EEO Statement :

BECU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.