Supervisor Contact Center

This role is remote eligible only in the following states: Washington, Idaho, and South Carolina.

As the nation’s largest community credit union, we begin every day focused on delivering superior financial products and services for our 1.3 million members and more than $30 billion in managed assets. Our work has an economic impact as we support our members’ financial goals. We are unapologetic about being devoted to our members and the communities we serve. Our business is guided by our people helping people philosophy – which includes our team members. 

BECU has been in business for more than 85 years, driven by unwavering core values and a dedication to improving the communities we serve. While we have a rich history, the future of our company, accelerated by business and technology transformation, is even brighter. There’s never been a better time to work for BECU.

To learn more visit becu.org/careers.

PAY RANGEThe Target Pay Range for this position is $69,000-$84,300 annually. The full Pay Range is $53,600-$99,800 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

Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage.  Employees have access to disability and AD&D insurance.  We also offer health care and dependent care flexible spending accounts, as well as health savings accounts, to eligible employees.  Employees are able to enroll in our company’s 401k plan and employer-funded retirement plan.  Newly hired employees accrue 6.16 hours of paid time off (PTO) on a per pay period basis based on hours worked (up to a maximum of 160 PTO hours per year) and receive ten paid holidays throughout the calendar year.

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.

This role is remote eligible only in the following states: Washington, Idaho, and South Carolina.

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

• Bachelor’s degree in Business or equivalent related experience required. 
• Minimum five years of member service/customer service experience required.
• Minimum one year of leadership experience in a Financial Institution or Contact Center required.
• Experience with an automated call distribution (ACD) system preferred.
• Ability to plan, organize and implement projects or initiatives in a timely manner. Strong attention to detail and the ability to multi-task effectively.
• Ability to analyze data related to staffing to ensure staff is best utilized during peak and slow times in conjunction with the workforce team.
• Proficient verbal and written skills required to effectively communicate.
• Effective problem resolution and negotiation skills.
• General knowledge and understanding of federal and state regulations governing deposits, lending, and electronic funds, including any reporting requirements.
• Ability to exercise confidentiality and discretionary judgement.
• Ability to work a flexible schedule to meet the needs of the Contact Center.
• Full-time hours required, with additional hours as necessary to accomplish objectives, goals, and projects.
• Ability to effectively present information and/or training to individuals and groups.
• Ability to work independently, and as a team member, while using discretion in decision making and sound judgment.
• Ability to create a sales/service environment and motivate staff.