What are the responsibilities and job description for the Supervisor Contact Center position at Southland Credit Union?
Role
About the Role
At Southland Credit Union, every member interaction matters—whether it happens in person, over the phone, or through a digital channel. As the Contact Center Supervisor, you'll lead a high-performing team dedicated to delivering exceptional service while ensuring operational excellence across every member interaction.
This is a hands-on leadership role where you'll coach and develop team members, monitor service quality, improve operational performance, and create an environment where both associates and members thrive. You'll partner closely with the Contact Center Manager to strengthen service standards, optimize workflows, and support a culture of accountability, collaboration, and continuous improvement.
If you're a people-focused leader who enjoys coaching others, improving processes, and creating outstanding member experiences, we'd love to hear from you.
Major Duties and Responsibilities
What You'll Be Doing
Lead the daily operations of the Contact Center while ensuring exceptional service across phone, email, and digital communication channels.
Support team members in resolving complex member inquiries, escalations, complaints, and transactions while promoting a positive member experience.
Monitor service levels, production goals, call quality, staffing, and operational performance to ensure department objectives are achieved.
Conduct quality assurance reviews, observe member interactions, and provide timely coaching and constructive feedback.
Partner with the Contact Center Manager to develop action plans that improve individual and team performance.
Schedule staff, manage daily workflow, and ensure appropriate coverage while maintaining operational efficiency.
Foster a culture of continuous improvement by identifying opportunities to enhance processes, service delivery, and team effectiveness.
Coach, mentor, and develop associates through regular one-on-one meetings, side-by-side coaching, split-ins, and ongoing performance conversations.
Support sales and referral initiatives by coaching associates on consultative conversations and member-focused financial solutions.
Collaborate with departments across the organization to resolve member concerns, improve processes, and deliver a seamless member experience.
Assist with opening and closing responsibilities while actively supporting the team on the phone and on the floor as business needs require.
Knowledge and Skills
What You'll Bring
Experience
Three to five years of similar or related experience.
Two to three years of supervisory experience preferred.
Education
High School diploma or GED required.
Associate (AA) degree from an accredited community college preferred.
Knowledge, Skills & Abilities
Strong leadership, coaching, and team development skills.
Excellent verbal and written communication skills.
Ability to build collaborative relationships across departments and all levels of the organization.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Demonstrated ability to analyze performance trends, monitor service quality, and implement process improvements.
High level of professionalism, discretion, and diplomacy when handling confidential or sensitive matters.
Working knowledge of financial institution regulations.
Ability to motivate, influence, educate, and coach others.
Proficiency with standard office technology and Contact Center systems.
Why You'll Love This Opportunity
As the Contact Center Supervisor, you'll have the opportunity to shape the member experience on a larger scale by developing a high-performing team and creating meaningful improvements in service delivery. Every day, you'll coach associates, solve challenges, and help ensure members receive the exceptional care they expect from Southland Credit Union.
You'll join an organization that values collaboration, accountability, continuous improvement, and leadership at every level. Whether you're mentoring future leaders, improving operational performance, or strengthening member relationships, you'll play an important role in helping both your team and the organization succeed.
If you're looking for a leadership opportunity where you can make a measurable impact through coaching, service excellence, and operational leadership, we'd love to hear from you.
Equal Opportunity & Pay Transparency
Southland Credit Union is an Equal Opportunity Employer. In accordance with California law, the pay range for this position is included in the job posting. Actual compensation will be based on qualifications, experience, skills, and business needs.
Salary Minimum
USD $34.00/Hr.Salary Maximum
USD $43.00/Hr.Salary : $34 - $43