Contact Center Supervisor - Elevate Member Experience

Sunward; Albuquerque (NM); On-site; USD 58,000 - 72,000; Full time

Job summary

Sunward is hiring a Supervising Contact Center Leader to oversee operations, coach staff, and ensure efficient, courteous service across remote channels. The role emphasizes leadership, training, and adherence to security standards in a fast-paced environment.

The position requires strong communication skills, 5+ years in similar roles, and a relevant associate degree or equivalent experience. Full-time role based in New Mexico with travel likely.

Qualifications

• Minimum 5 years’ combined experience in a financial institution, contact center, supervisory, team lead or related role.
• Associate degree or certification in business administration or related field, or 5+ years’ experience in lieu of a degree.

Responsibilities

• Hire, develop and lead the Contact Center staff to achieve service and sales goals.
• Oversee daily department workflow and performance.
• Provide coaching, mentoring, and performance evaluations to staff.
• Respond to member questions via all remote channels.
• Maintain confidentiality and security of member information.
• Plan staffing and schedules to meet service goals and budget.
• Ensure compliance with BSA and AML policies.
• Develop and maintain strong relationships with SLFCU stakeholders and vendors.
• Lead improvement initiatives for efficiency and cost control.

Skills

Interpersonal skills

Negotiation

Organizational skills

MS Office

IT/digital communication

Time management

Analytical skills

Verbal & written communication

Education

Associate degree

5+ years experience in lieu of degree

Job description

Sunward is hiring a Supervising Contact Center Leader to oversee operations, coach staff, and ensure efficient, courteous service across remote channels. The role emphasizes leadership, training, and adherence to security standards in a fast-paced environment.

The position requires strong communication skills, 5+ years in similar roles, and a relevant associate degree or equivalent experience. Full-time role based in New Mexico with travel likely.