Supervisor - Contact Center (Email/Chat/Digital Team)

Golden 1 Credit Union; Manlove (CA); On-site; USD 85,000 - 87,000; Full time

Job summary

Golden 1 Credit Union in California is seeking a Supervisor for MSCC Specialty Teams. You will lead product specialists, escalated support reps, the fraud pod, email/live chat, and bilingual teams to deliver exceptional member service.

You will report to the Contact Center Operations Manager and drive performance, service quality, and alignment with strategic goals. This role requires strong leadership, operations oversight, and a track record of coaching teams to meet service metrics in a

Responsibilities

• Lead teams responsible for specialized member interactions, including product specialists, escalation reps, fraud pod, email/live chat, and bilingual teams.

Job description

TITLE: SUPERVISOR - MSCC SPECIALTY TEAMS
STATUS: EXEMPT
REPORT TO: MANAGER – CONTACT CENTER OPERATIONS
DEPARTMENT: MEMBER SERVICE CONTACT CENTER (MSCC)
JOB CODE: 11776

PAY RANGE: $85,150.00 - $87,000.00 ANNUALLY

GENERALDESCRIPTION:

The supervisor of specialty teams plays a pivotal role in advancing Golden 1 Credit Union’s service excellence by leading teams responsible for specialized member interactions. This includes overseeing product specialists, support representatives that handle escalated or complex cases, the fraud pod, the email/live chat team and the bilingual teams. Reporting to the Contact Center Operations Manager, the Supervisor drives operational success, team performance, and member satisfaction while contributing to the strategic objectives of the organization.

TASKS, DUTIES, FUNCTIONS: