Contact Center Supervisor

About Us

Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 14 branches throughout Western Washington. We have a passion for making a positive difference. As a $2 billion-asset credit union, we are deeply committed to our members’ financial wellbeing and the prosperity and quality of life in the communities we serve. We are proud to be led by individuals with the experience and skills to drive our organization towards our goals for strategic growth and operational excellence. Our KCU Cares Foundation program focuses on providing resources and support for those struggling with homelessness or hunger and improving the financial well-being of the people in our communities. And beyond monetary efforts, we have provided thousands of hours in staff volunteerism and in-kind support.

At Kitsap Credit Union, our success is built on trust-based relationships and personalized service. We understand our employees are key to our success. They provide the personalized service to our members and contribute to the communities where we live. We are committed to providing a supportive, mission-driven, and inclusive culture where employees can grow their careers. To learn more, visit kitsapcu.org.

About The Role

Kitsap Credit Union is hiring a full-time Contact Center Supervisor to work in-person out of our Contact Center. The Contact Center Supervisor is responsible for managing a team of Contact Center Representatives. The Supervisor ensures that established policies and procedures are followed; provides coaching, training, and development to their team. The Supervisor supports the Contact Center Manager by measuring performance metrics and assisting contact center representatives with escalations.

Quick Facts

Reports to: Contact Center Manager

Employment Type: Full-time, hourly, non-exempt, in-person

Salary Range: $36.02 - $40/hr depending on experience

Bonus Target: 7% potential incentive of base pay

Working Hours: Monday - Friday 8AM - 6PM, Saturday 9AM - 4PM

Grade: 10BC

Industry: Banking

Principal Accountabilities

• Accountable for ensuring that their team of direct reports delivers on department goals and key metrics.
• Develops and executes action plans to meet and exceed key performance indicators.
• Acts as the Contact Center Manager in their absence.
• Supports strategic projects as a Contact Center subject matter expert on policy and process.
• Committed to ensure employees give extraordinary member service while always looking for member growth opportunities by educating members on applicable products and services.
• Provides continuous coaching and training to direct reports.
• Takes call escalations, researches complex member questions and diffuses urgent member situations.
• Acts as a subject matter expert to Contact Center employees in handling member inquiries by directing research and troubleshooting to ensure issue resolution.
• Identifies and participates in process improvement opportunities in pursuit of operational excellence in the Contact Center.
• Motivates staff while maintaining a team focused structure and an atmosphere of accountability.
• Participates in the interviewing and hiring process.
  
  

Required Skills And Abilities

• Ability to motivate team members and hold them accountable to outcomes.
• Excellent organizational skills and attention to detail.
• Strong supervisory and leadership skills.
• Ability to handle heavy workload with time constraints and deadlines.
• Strong business acumen and leadership presence.
• Proficient with Microsoft Office Suite software.
• Understand, model, and represent KCU’s core values.
  
  

Required Qualifications And Education

• HS Diploma or GED.
• Two years of Contact Center experience.
• Ability to work flexible schedule to support Contact Center during Hours of Operation.
• Proficient in Microsoft Office applications.
  
  

Preferred Qualifications And Education

• 1 years of leadership experience.
• 2 years of financial industry experience preferred.
• Knowledge of Customer Relationship Management (CRM) and Call Management Software such as the NiceInContact CXOne Platform and Salesforce, with experience monitoring dashboards to make real time adjustments to meet business needs.
• Ability to learn and maintain strong level of expertise with Kitsap Credit Union’s core operating systems and self-service technology (iPhones, Androids, etc.).
• Advanced knowledge of KCU policies, practices, procedures, and how to utilize resources to resolve member inquires and give remarkable member experiences strongly preferred.
• Call center support experience a plus: documenting business processes, defining business requirements, developing resource planning models.
  
  

Supervisory Status

This position supervises others and is responsible for being results oriented, collaborative, delegate effectively, and embrace the organization’s core values, ensuring team effectiveness.

Our Values

Integrity: We believe in acting with honesty, trust, and respect which are at the forefront of our daily engagement.

Responsibility: We believe that responsibility is holding ourselves accountable for our decisions, actions, and their outcomes.

Collaboration: We believe in the power of a diverse group of people working together to achieve a united outcome.

Authenticity: We believe activities in actions that demonstrate our commitment to be transparent, dependable, and genuine in every day.

What We Offer

Not only are we one of the largest credit unions in Washington State, and growing, but we are also a company that cares about its employees. We back that up for our employees by offering competitive pay and a benefits package that helps support you and your family’s lifestyle. We value our employees, and we strive to keep our benefits comprehensive and affordable. Some of our benefits include:

Careers | Kitsap Credit Union (kitsapcu.org)

• Free onsite parking
• Annual time off and sick time accrued
• 11 Paid holidays
• 1 Personal day
• Medical, Dental, Vision, Short- and Long-term Disability, Life and AD&D Insurance
• Employee Assistance Program
• Choose from a PPO medical plan or a High Deductible with a Health Savings Account
• 3% KCU funded Safe Harbor Contribution to your 401K
• KCU will match up to 2% of your 401K contributions
• All 401K contributions are 100% vested
• Potential annual incentive in all roles within Kitsap Credit Union
• Tuition reimbursement
• 8 hours of paid volunteer time off
• Discounts on KCU's products and services
  
  

We believe in the power of belonging – it’s in our DNA as a not-for-profit, member-owned cooperative. Our un-bank-like structure ensures that we remain all about people: our members, our employees, and the people in the communities where we live and work. We work hard to provide a collaborative and inclusive environment where you can grow and excel in your career.

We are dedicated to serving our members by providing personalized experiences, convenient access, and highly competitive products and services. But it goes much deeper than that. For more than 86 years, we have been relentless about making a positive difference in our communities. We understand that when our members and communities succeed, we all succeed, and that success can’t happen without great employees. If this is the kind of organization, you’re looking for.

• Employment is contingent upon satisfactory background checks. Kitsap Credit Union is an Equal Opportunity Employer. All qualified applicants for employment will receive consideration without regard to sex, marital status, race, color, religion, national origin, age, veteran status, disability, genetic information, or any other protected status. ******
  
  

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