Recognized by the city of Alexandria as a Gold Employer, State Department Federal Credit Union is committed to providing the very best in opportunity and professional development. Headquartered in Alexandria, Virginia with assets exceeding $2.3 billion dollars, we recognize that our people make it happen.

We are dedicated to attracting and retaining top talent to ensure our continued success. Our legacy of exceptional service not only reaches the members we serve, but SDFCU employees. Through internal training and workshops, professional strengths are cultivated, and employees are given opportunities for advancement. Do you have what it takes to join our dynamic team? Enjoy competitive salaries, outstanding Health, Dental and Vision insurance within the first 30 days of service, matched 401(k) plan with 4% SDFCU contribution, tuition reimbursement, and monetary travel compensation.

The Member Service Center Supervisor is responsible for coaching and developing contact center staff to deliver exceptional member service. The Member Service Center Supervisor leads staff in both remote and on-site work environments. Serves as the primary escalation point for contact center staff. Answering questions about operating policies, procedures, and regulatory requirements to ensure employees, member, and potential members receive fast, courteous, and accurate service. The Member Service Center Supervisor also communicates staff performance goals and monitors employees’ progress toward achievement of individual and department goals.

REQUIRED SKILLS AND COMPETENCIES

1.Minimum three (3) years of credit union experience required.

2.Minimum three (3) years of experience in a call center environment with experience in leading/supervising remote contact center staff.

3.Two years of college or three (3) years of work experience in a supervisory capacity preferred.

4.Knowledge of workforce management tool and ability to analyze call volume trends and forecasting.

5.Knowledge of quality assurance/call monitoring; contact center software-based routing.

6.Ability to use discretion and sound judgment and to solve problems.

7.Excellent organizational and time management skills required.

8.Excellent interpersonal skills required.

9.Clear and professional phone manner; or a reasonable alternative to communicate, if possible.

10.Excellent oral and written communications skills.

11.Demonstrated resourcefulness and analytical skills.

12.Accurate inputting of 40 wpm desired.