On-Site Call Center Operations Supervisor

Secunm; Glenwood Hills (NM); On-site; USD 45,000 - 56,000; Full time

Benefits offered by this job

Competitive benefits

On-site work

Career development opportunities

Job summary

State Employees Credit Union of New Mexico seeks an Call Center Operations Supervisor to oversee daily call center activities and staff performance. This exempt, on-site role reports to the Vice President Retail Experience and supports operations with coaching, workflow coordination, and service quality.

The position emphasizes staff development, metrics monitoring, and adherence to regulatory requirements, with compensation reflecting the department's salary band and benefits package.

Qualifications

• Requires Associate's degree in Business/Finance or related field and 3+ years in call center/financial services environment.
• Strong knowledge of call center operations, service standards, and member service practices.
• Proven ability to coach/train staff and manage workflow without formal evaluation authority.

Responsibilities

• Provide day-to-day supervision of call center staff and workflow.
• Monitor performance metrics and service levels; escalate issues as needed.
• Conduct coaching and feedback; support staff with escalations and inquiries.
• Assist with training, onboarding, and process improvements.
• Maintain regulatory and compliance awareness relevant to call center operations.

Skills

Member service orientation

Call center operations knowledge

Coaching and training

Attention to detail

Verbal and written communication

Problem solving

Organizational skills

Education

Associate's degree in Business/Finance or related field

Tools

Microsoft Office Suite

Job description

State Employees Credit Union of New Mexico seeks an Call Center Operations Supervisor to oversee daily call center activities and staff performance. This exempt, on-site role reports to the Vice President Retail Experience and supports operations with coaching, workflow coordination, and service quality.

The position emphasizes staff development, metrics monitoring, and adherence to regulatory requirements, with compensation reflecting the department's salary band and benefits package.