Call Center Operations Leader

State Employees Credit Union of New Mexico; Albuquerque (NM); On-site; USD 45,000 - 56,000; Full time

Benefits offered by this job

Competitive benefits

On-site work environment

Job summary

State Employees Credit Union of New Mexico is seeking a Call Center Operations Supervisor to oversee day‑to‑day call center activities on site. You will coordinate workflows, coach staff, monitor service levels, and ensure quality assurance across operations.

The role requires leadership in a fast-paced environment, attention to regulatory compliance, and collaboration with management to drive member satisfaction. This is an exempt, on-site position with a targeted annual salary range.

Qualifications

• Experience in a call center, financial services, or customer service environment preferred.
• Ability to coach and guide staff without formal evaluation authority.
• Strong attention to detail and compliance with procedures.

Responsibilities

• Supervise daily call center operations and staff workflows.
• Coach and mentor junior staff; monitor service levels and quality.
• Review performance metrics and provide feedback to improve outcomes.

Skills

Call center operations knowledge

Staff coaching

Quality assurance

Workflow coordination

Regulatory compliance awareness

Customer service excellence

Education

Associate's degree in Business, Finance, or related field

Tools

Microsoft Office Suite

Job description

State Employees Credit Union of New Mexico is seeking a Call Center Operations Supervisor to oversee day‑to‑day call center activities on site. You will coordinate workflows, coach staff, monitor service levels, and ensure quality assurance across operations.

The role requires leadership in a fast-paced environment, attention to regulatory compliance, and collaboration with management to drive member satisfaction. This is an exempt, on-site position with a targeted annual salary range.