Supervisor, Contact Center

Contact Center Management

40 hours / week, Schedule TBD

Summary : Contact Center Management is responsible for ensuring outstanding and professional member service via Contact Center channels (phone, chat, email). Management engages with both Travis Credit Union (TCU) members and TCU leadership in delivering member support. Excellence of customer service is the basis of TCU's strategy and organization.

Profile

• Oversees and directs the daily operation of the department, while fostering collaboration and improving the organizations contact center support channels.
• Is responsible for department organizational planning, along with operational design and implementation for all aspects of the contact center.
• As part of management responsibilities, will foster a positive and engaging work environment through management use of TCU's Talent Management tools, such as : performance reviews, rewards and recognition, performance plan development, behavioral trend analyses, root cause assessments and career path planning.
• Responsible for Early-to-Late-Stage development of department performance analyses and reporting methodologies.
• Ownership of process improvement and implementation strategies, along with cost efficiencies and ROI analyses on proposed quality improvements.
• Maintains current and strategic regulatory knowledge ensuring departmental compliance and employee development. Regulatory coverage is State, Federal, Industry and TCU Internal requirements.

Required Skills

Required Experience

Work is generally performed within an office environment, with standard office equipment available and usually sedentary in nature. May require attending meetings and events during evenings and / or weekends. Understands the requirements of the Bank Secrecy Act and ensures compliance through monitoring and reporting of member activity as appropriate.

Base salary starting range : $67,555.28 / annually - $83,449.60 / annually is commensurate with experience. Our compensation philosophy is based on several factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education / training, and key skills. At Travis Credit Union, our priority is that our employees and their loved ones are provided with a Total Rewards program that insures their health and welfare safety which allows our employees to focus on the financial welfare of our members and the credit unions objectives. As such, Travis Credit Union offers a robust benefits package to our eligible employees, including competitive medical, dental, and vision insurance, mental health offerings, employee performance incentive plan, merit increases, 401(k) program with immediately vested employer match, generous holiday and vacation policy, and extensive TCU specific perks like employee loan and credit card discounts!

Travis Credit Union is an Affirmative Action Employer EOE / Individual with Disability / Veteran Status