Supervisor Contact Center

Bachelor’s degree in Business or equivalent related experience required.
Minimum five years of member service/customer service experience required.
Minimum one year of leadership experience in a Financial Institution or Contact Center required.

Provide clear direction, motivation, and support to ensure your team delivers outstanding service and meets performance goals.
Conduct regular coaching sessions, provide actionable feedback, and create opportunities for your team members to grow professionally.
Monitor and optimize workflows, ensuring efficiency, compliance, and a seamless member experience.
Handle escalations with empathy, resolve issues promptly, and champion a culture of first-contact resolution.
Utilize data-driven insights to assess team performance and implement strategies for continuous improvement.
Identify opportunities for operational improvements that enhance efficiency, reduce errors, and elevate service quality.
Partner with workforce management, operations, and leadership teams to align strategies and ensure peak performance.
Ensure adherence to policies, procedures, and regulatory requirements while fostering a culture of ethical decision-making.
Take initiative in leading department initiatives and projects that contribute to BECU’s success.

Experience with an automated call distribution (ACD) system preferred.
Ability to plan, organize and implement projects or initiatives in a timely manner. Strong attention to detail and the ability to multi-task effectively.
Ability to analyze data related to staffing to ensure staff is best utilized during peak and slow times in conjunction with the workforce team.
General knowledge and understanding of federal and state regulations governing deposits, lending, and electronic funds, including any reporting requirements.
Ability to exercise confidentiality and discretionary judgement.