Supervisor, Contact Center

Travis Credit Union; Vacaville (CA); On-site; USD 69,596 - 85,966; Full time

Benefits offered by this job

Competitive benefits

Total Rewards program

Vacation and holidays

Job summary

Travis Credit Union is seeking a Contact Center Manager to lead daily operations of the member support center at our Vacaville offices. You will coach staff, optimize processes, drive service excellence, and ensure regulatory compliance across state and federal requirements.

This role reports to the Manager, Contact Center and requires a BA/BS or equivalent, 4+ years in supervision, 5+ years in inbound call center experience, and strong leadership, communication, and bilingual English/Spanish

Qualifications

• BA/BS in business or related field or equivalent work experience.
• Minimum 4 years in supervisory or leadership role.
• Minimum 5 years inbound call center experience.
• Bilingual English/Spanish preferred but not required.

Responsibilities

• Oversees and directs daily operations of the contact center department.
• Fosters collaboration and improves contact center support channels.
• Manages organizational planning and design for contact center.
• Develops performance analyses and reporting methodologies.
• Implements process improvements and cost efficiencies.
• Ensures regulatory compliance across State, Federal, industry and internal requirements.

Skills

Leadership

Project management

Process improvement

Regulatory knowledge

Communication

Team development

Analytical

Decision making

Education

BA/BS in business or related field

Tools

CRM systems

Job description

Schedule

Monday-Saturday, 40 hours/week

Location

This position is 100% onsite at TCU Corporate Offices in Vacaville, California.

Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo.

We are unable to sponsor or assume sponsorship of employment visas for this position. Candidates must have current authorization to work in the U.S. (no sponsorship available).

Summary

Contact Center Management is responsible for ensuring outstanding and professional member service via contact center channels (phone, chat, email). Contact Center Management engages with both Travis Credit Union (TCU) members and TCU leadership in delivering member support. Excellence of member service is the basis of TCU’s strategy and organization.

Profile

• Oversees and directs daily operations of the contact center department, while fostering collaboration and improving the organization’s contact center support channels.
• Responsible for department organizational planning, along with operational design and implementation for all aspects of the contact center.
• Fosters a positive and engaging work environment through management use of TCU’s Talent Management tools, such as performance reviews, rewards and recognition, performance plan development, behavioral trend analyses, root cause assessments and career path planning.
• Responsible for early-to-late-stage development of departmental performance analyses and reporting methodologies.
• Ownership of process improvement and implementation strategies, along with cost efficiencies and ROI analyses on proposed quality improvements.
• Maintains current and strategic regulatory knowledge ensuring departmental compliance and employee development. Regulatory coverage includes State, Federal, industry and TCU’s internal requirements.

Not all functions/tasks are listed above; however those listed are considered essential.

Skills

• Ability to provide leadership, support, motivation and professional development to the contact center staff.
• Demonstrated ability in project management, process efficiency, systems management and excellent employee relations.
• Ability to facilitate consensus and develop positive working relationships throughout the organization.
• Ability to work in a fast-paced, team-oriented environment and complete assigned tasks within allotted timeframes.
• Strong analytical skills required to proactively research and resolve problems.
• Ability to self‑direct and use independent judgment to make decisions.
• Ability to know when to elevate issues to senior management.
• Strong professional verbal and written communication skills, as well as interpersonal skills.

Reporting and Experience

• Reports directly to the Manager, Contact Center.
• Direct supervisory responsibilities for assigned contact center staff.
• BA/BS in business or related field or equivalent work experience.
• Minimum 4 years in supervisory or leadership role.
• Minimum 5 years inbound call center experience.
• Bilingual proficiency in English and Spanish preferred but not required.

Working Conditions

Work is generally performed within an office environment, with standard office equipment available and usually sedentary in nature. May require attending meetings and events during evenings and/or weekends.

Understands the requirements of the Bank Secrecy Act and ensures compliance through monitoring and reporting of member activity as appropriate.

Compensation

• Grade 13: $69,596.80/annually - $85,966.40/annually

Our compensation philosophy considers various factors, including the scope and responsibilities of the position, as well as a candidate’s experience, education/training, and key skills.

Benefits

At Travis Credit Union, we prioritize the well‑being of our employees and their families by providing a comprehensive Total Rewards program that supports their health, welfare, and financial security. In turn, this enables our employees to focus on delivering exceptional service to our members and meeting the goals of the credit union.

• Competitive medical, dental, and vision insurance
• Mental health and wellness programs
• Employee performance incentive plan
• Merit-based salary increases
• 401(k) program with immediately vested employer match
• Generous holiday and vacation policies
• Exclusive TCU perks such as employee loan and credit card discounts

Travis Credit Union is an affirmative action employer. EOE / Individuals with Disabilities / Veteran Status