Supervisor, Contact Center

Role

About the Role

The Contact Center is often where a member’s question, concern, or need first comes to life—and the quality of that interaction can shape how they feel about Southland. As the Supervisor, Contact Center, you’ll help lead the team behind those conversations, balancing thoughtful coaching and service excellence with the day-to-day operational needs of the department.

This is a hands-on leadership role for someone who enjoys being close to the work. You’ll support associates through complex member situations, listen to interactions, review performance, and help turn observations into meaningful coaching. At the same time, you’ll help keep the operation running smoothly by managing coverage, monitoring service levels, and partnering with the Contact Center Manager on team and department performance.

If you’re energized by developing people, solving problems, and finding better ways to serve members, this role gives you the opportunity to make a difference in both the associate experience and the member experience.

Major Duties and Responsibilities

Leading the Work Behind Every Member InteractionA strong Contact Center depends on more than answering calls—it depends on associates who feel prepared, supported, and confident in helping members. You’ll spend your time helping make that possible.

You’ll coach associates through everyday questions as well as more complex inquiries, escalations, complaints, and transactions. Through one-on-one conversations, side-by-side coaching, split-ins, and performance discussions, you’ll help team members strengthen their skills and deliver consistent, thoughtful service across phone, email, and digital channels.

You’ll also monitor call quality, production goals, service levels, and other operational indicators to understand what is working and where additional support may be needed. When performance opportunities arise, you’ll partner with the Contact Center Manager to develop action plans and provide the follow-through needed to help individuals and the team succeed.

Keeping Service and Operations MovingGreat member service also requires a well-run operation. You’ll help manage daily workflow, schedule staff, and maintain appropriate coverage while responding to the changing needs of the Contact Center.

When members need additional support, you’ll step in to help resolve concerns and determine the right path forward. You’ll also work with teams across the organization to address issues, improve processes, and create a more seamless experience for members.

Continuous improvement will be an important part of the role. You’ll look beyond individual interactions to identify opportunities to strengthen workflows, improve service delivery, and make it easier for associates to do their jobs effectively.

You’ll also support sales and referral initiatives by coaching associates on consultative conversations and helping them connect members with financial solutions that fit their needs.

Knowledge and Skills

What Helps You SucceedExperience•    Three to five years of similar or related experience.•    Two to three years of supervisory experience preferred.

Education•    High school diploma or GED required.•    Associate (AA) degree from an accredited community college preferred.

You’ll Be at Your Best in This Role If You...•    Lead with a coaching mindset and genuinely enjoy helping others develop.•    Communicate clearly and build productive relationships with people across different departments and levels of the organization.•    Can balance the needs of your team, members, and daily operations while managing multiple priorities.•    Know how to use performance trends and service-quality observations to identify opportunities and take action.•    Handle sensitive or confidential situations with professionalism, discretion, and diplomacy.•    Understand the regulatory environment of a financial institution and the importance of operating within established requirements.•    Can motivate, influence, educate, and coach associates in a way that builds accountability and confidence.•    Are comfortable working with standard office technology and Contact Center systems.

Why Southland?At Southland Credit Union, People Helping People is reflected in the way we support our members and one another. In this role, that starts with the people you lead. The coaching, feedback, and support you provide can help associates feel more confident in their work while strengthening the service our members receive.

You’ll have a direct role in creating a Contact Center environment built around collaboration, accountability, continuous improvement, and exceptional service. From helping an associate navigate a difficult member interaction to identifying a better way to handle everyday work, your leadership will help connect the people, processes, and service that make a difference for our members.

If you’re ready to lead from the floor, develop people, and help create consistently strong member experiences, we’d love to hear from you.

 

 

Equal Opportunity & Pay Transparency

Southland Credit Union is an Equal Opportunity Employer. In accordance with California law, the pay range for this position is included in the job posting. Actual compensation will be based on qualifications, experience, skills, and business needs.

 

 

Salary Minimum

USD $34.00/Hr.

Salary Maximum

USD $43.00/Hr.