Contact Center Lead: Coach, Optimize & Elevate Service

Southland Credit Union; Downey (CA); On-site; USD 47,000 - 59,000; Full time

Job summary

Southland Credit Union is seeking a hands-on Contact Center Supervisor in Downey, CA. You will lead a high-performing team, coach associates, and drive service excellence across multiple channels.

You'll monitor performance, support workflow optimization, and foster a culture of accountability and continuous improvement while partnering with management to deliver exceptional member experiences.

Qualifications

• Three to five years of similar or related experience.
• Two to three years of supervisory experience preferred.
• High School diploma or GED required.
• Associate degree (AA) from a community college preferred.

Responsibilities

• Lead the daily operations of the Contact Center across phone, email, and digital channels.
• Coach and develop staff with ongoing feedback and performance conversations.
• Monitor service levels, production goals, call quality, staffing, and operations.
• Collaborate with the Contact Center Manager to improve processes and performance.
• Support sales and referral initiatives through consultative conversations with members.

Skills

Leadership

Coaching

Communication

Organizational skills

Analytical

Team development

Relationship building

Mentoring

Education

High School diploma or GED

Associate degree (AA) preferred

Tools

Contact Center systems

Office technology

Job description

Southland Credit Union is seeking a hands-on Contact Center Supervisor in Downey, CA. You will lead a high-performing team, coach associates, and drive service excellence across multiple channels.

You'll monitor performance, support workflow optimization, and foster a culture of accountability and continuous improvement while partnering with management to deliver exceptional member experiences.