Call Center Operations Supervisor at State Employees Credit Union of New Mexico in Albuquerque, NM, USA

Job description

• The Call Center Operations Supervisor provides day-to-day functional supervision of Call Center operations, including workflow coordination, service quality, staff guidance, coaching, quality assurance, and escalation support. The position monitors operational performance, reinforces established procedures and service expectations, and serves as a primary resource for staff and management. This role provides functional leadership and coaching but does not independently conduct formal performance evaluations or make employment decisions.
• All employees of State Employees Credit Union are proactive, results driven, and fully committed to the Credit Union's mission and vision. They strive to achieve the highest standards of excellence and consistently exceed the expectations established by Credit Union Management.

Responsibilities

• Support management in the hiring, onboarding, training, mentoring, and coaching of Call Center staff.
• Provide day-to-day direction, guidance, and support to junior staff, including answering questions, assisting with escalations, and reinforcing service expectations.
• Monitor call center workflow, staff coverage, lunch schedules, vacation requests, and assigned projects to help ensure proper staffing and service continuity.
• Review employee work product for accuracy, completeness, timeliness, and adherence to departmental procedures.
• Monitor department performance metrics, including calls answered, abandoned calls, transferred calls, grade of service, service levels, call quality, and member satisfaction indicators.
• Prepare, monitor, and complete routine call center reports; communicate trends, concerns, and recommendations to the Assistant Manager.
• Support and assist offline agents with workload management and operational assistance as needed.
• Conduct call monitoring and quality assurance reviews to support employee development and operational consistency.
• Identify training needs, workflow concerns, service trends, and productivity opportunities; make recommendations to management for improvement.
• Provide informal coaching and feedback to staff as needed and escalate recurring performance or conduct concerns to the Assistant Manager.
• Assist with member inquiries, correspondence, research, problem resolution, and follow-up to ensure proper handling and member satisfaction.
• Monitor phone systems, messages, greetings, inbound and outbound call activity, and general functionality; escalate technical or service issues as appropriate.
• Support the maintenance of departmental procedures and assist with training employees on updated processes.
• Assist with debit card program support, including card issuance, maintenance, compromised card reporting, fraud monitoring tools, dispute support, vendor coordination, and staff training, as assigned.
• Provide backup support for credit card program functions, as needed.
• Support IRA program administration by assisting employees and members with IRA-related questions, routine reporting, forms, supplies, records, and required processing, as assigned.
• Support processing related to deceased member accounts, including documentation, file maintenance, procedure updates, and staff training.
• Assist with overdraft privilege program tasks, including reviewing overdrawn account reports, monitoring account activity, communicating with members, supporting repayment arrangements, and escalating collection or charge-off recommendations as appropriate.
• Support eFunds/ChexSystems-related processes and assist branches or staff with access and operational questions.
• Maintain working knowledge of regulatory and compliance requirements applicable to call center and credit union operations, including but not limited to BSA/AML, OFAC, FinCEN, Reg P, Reg CC, Reg E, Reg Z, the Patriot Act, and privacy requirements.
• Assist with required monitoring, reporting, documentation, and escalation related to OFAC, SAR, CTR, overdraft, debit card, and other operational or compliance-related processes, as assigned.
• Help ensure operations and staff activities comply with applicable policies, procedures, security standards, and regulatory requirements.
• Serve as a resource for staff when the Assistant Manager is unavailable.
• Perform other duties as assigned.

Requirements

• Strong member service orientation with the ability to handle complex questions, concerns, and escalated situations professionally.
• Working knowledge of call center operations, financial institution products and services, and member service standards.
• Ability to guide, train, coach, and support junior staff without direct performance evaluation authority.
• Strong attention to detail with the ability to review work for accuracy, consistency, and compliance.
• Effective verbal and written communication skills.
• Ability to provide constructive feedback in a tactful and professional manner.
• Sound judgment with the ability to identify when matters should be escalated to management.
• Strong organizational and time management skills.
• Ability to monitor workflow, balance competing priorities, and support service levels in a fast-paced environment.
• Ability to research member inquiries and coordinate appropriate follow-up.
• Proficient in Microsoft Office Suite and able to learn call center, card, core processing, reporting, and related systems.
• Demonstrated patience, tact, enthusiasm, and a positive attitude toward members, employees, and the general public.
• Ability to maintain confidentiality and exercise discretion when handling sensitive member, employee, and Credit Union information.
• Consistent punctuality and attendance, with the ability to model accountability and professionalism for the team.
• Travel - As Required
• Those in a leadership role are expected to participate in company meetings, community events, and similar engagements as ambassadors to the organization and its mission. These include voluntary and involuntary events that although ordinarily will be during business hours, does include weekends and evenings as announced.
• Education or experience equivalent to an Associate's degree in Business, Finance, or a related field, in addition to three or more years of progressively responsible experience in a call center, financial services, retail banking, or member/customer service environment.
• Experience providing employee coaching, training, quality review, workflow coordination, or functional team leadership is preferred.
• Must be capable to execute all terms and conditions set forth in the Employee Handbook, including but not limited to:
• Work in a safety conscious manner which ensures that safe work practices are used in order not to pose a risk to self or others in the workplace.
• Adhere to policy on Drug Free Workplace.
• Comply with company policies and procedures and local, state and federal regulations.

Skills

Required

• Strong member service orientation
• Ability to provide constructive feedback
• Sound judgment
• Consistent punctuality and attendance
• Microsoft Office Suite
• Call center systems
• Card processing systems
• Core processing systems
• Reporting systems

Benefits

• State Employees Credit Union offers a highly competitive benefits package