Contact Center Supervisor

Make Life Better for Members, Communities, and Your Career ____________________________________ Why Join Columbia Credit Union? At Columbia Credit Union, we're more than a financial institution. With $2.5 billion in assets, 100,000+ members, and a mission of "Making Life Better," we've proudly served our communities since 1952. Our award-winning culture is built on teamwork, service excellence, and helping members achieve financial wellness. Recognized as: Best of Clark County (2008-2026) Best in Business (2013-2024) Corporate Philanthropy Award Winner (2017-2025) If you're passionate about helping people, solving problems, and delivering exceptional customer experiences, we'd love to meet you. Pay & Perks Earning potential: $28.00 - $31.00/hour. 100% employer-paid Medical, Dental & Vision for employees $200/ month opt out 401(k) with 100% match up to 6% contribution Generous paid time off, paid holidays, sick leave, and extended sick leave Tuition Reimbursement Incentives: Eligible for Back Office Incentive opportunities Hybrid work opportunity after successful onsite training (Vancouver, WA/Portland, OR area residents only) Check out more of our benefits here! What You'll Do As the Contact Center Supervisor , you'll support daily contact center operations while coaching and developing a team focused on delivering outstanding member experiences. Key responsibilities include: Supervise, coach, and develop Contact Center employees Support hiring, onboarding, training, and performance management Serve as the primary backup to the Contact Center Manager Monitor team performance, service levels, quality standards, and key metrics Handle escalated member concerns and ensure timely resolution Assist with workforce scheduling, attendance management, and payroll approvals Analyze performance data and recommend process improvements Facilitate team meetings, coaching sessions, and operational communications Support growth of digital banking and member service channels Maintain compliance with credit union policies, regulations, and service standards Provide hands-on support by assisting with calls, chats, and member transactions as needed Check out the full Job Description Here! Must-Have Qualifications Leadership, supervisory, or management experience in a contact center, banking, financial services, or related environment Strong experience coaching employees and driving team performance Excellent communication, conflict resolution, and customer service skills Ability to analyze performance metrics and implement process improvements Thorough knowledge of banking, credit union, or financial products, services, and regulations. Proficiency with Microsoft Office, contact center technology, chat platforms, and reporting tools Strong organizational skills with the ability to manage multiple priorities Ability to work between 7:00 a.m. and 6:30 p.m. as business needs require High level of accountability, sound judgment, and decision-making ability ____________________________________________ Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Equal Opportunity Employer/AA Must be 18 or older to apply