Hybrid Contact Center Supervisor - Lead & Develop Team

Columbia Credit Union; Vancouver, Northern (WA, KY); Hybrid; USD 39,000 - 43,000; Full time

Benefits offered by this job

401(k) with company match

Generous PTO and holidays

Tuition Reimbursement

Job summary

Columbia Credit Union in Vancouver, WA area is seeking a Contact Center Supervisor to lead daily operations, coach a team, and deliver outstanding member experiences.

You will supervise, onboard, manage performance, and back up the Center Manager while helping grow digital banking channels and ensuring compliance with policies. The role requires leadership, coaching, and strong communication skills.

Qualifications

• Proven leadership or supervisory experience in a contact center or banking setting.
• Strong coaching skills to develop team performance and service quality.
• Excellent written and verbal communication with customers and teammates.
• Ability to analyze performance metrics and drive process improvements.
• Proficiency with office software and contact center platforms.

Responsibilities

• Supervise, coach, and develop Contact Center staff.
• Support hiring, onboarding, training, and performance management.
• Serve as backup to the Contact Center Manager.
• Monitor metrics, service levels, quality, and productivity.
• Handle escalated member concerns and ensure timely resolution.
• Assist with workforce scheduling and payroll approvals.
• Support growth of digital banking and member channels.
• Maintain compliance with credit union policies and regulations.
• Provide hands-on support with calls, chats, and transactions.

Skills

Leadership

Customer Service

Team Player

Functional Expert

Microsoft Office

Banking Applications

Banking Regulations

Communication Skills

Job description

Columbia Credit Union in Vancouver, WA area is seeking a Contact Center Supervisor to lead daily operations, coach a team, and deliver outstanding member experiences.

You will supervise, onboard, manage performance, and back up the Center Manager while helping grow digital banking channels and ensuring compliance with policies. The role requires leadership, coaching, and strong communication skills.