Member Contact Center Supervisor

Overview Our Member Contact Center Supervisor is responsible for overseeing the daily operations of a team of Member Contact Center Representatives, ensuring exceptional Member service, operational efficiency, and team development. This role monitors performance metrics, manages escalated Member issues, and implements process improvements to meet organizational goals. The Supervisor serves as a liaison between management and front‑line staff, driving accountability, engagement, and professional growth within the team. Responsibilities Expert‑level proficiency in all core systems, platforms, and tools. Troubleshoot complex system issues independently and provide solutions or workarounds. Adapt quickly to new technologies or process changes and assist in implementation or training. Create or improve documentation, workflows, or best practices for team use. Serve as a technical resource within the department. Consistently demonstrate the highest level of professionalism and accountability. Proactively identify problems and drive solutions without awaiting direction. Support and mentor team members, share knowledge, encourage collaboration, and lead by example. Maintain a calm, composed presence under pressure or during escalation. Champion company values and positively influence team morale and workplace culture. Qualifications High school diploma or equivalent required. 3‑5 years of call center leadership, team‑lead, or supervisory experience. Proven success in meeting performance goals in a call center or customer service environment. Experience with quality assurance, coaching, and performance management. Benefits & Total Rewards Medical, dental, and vision plans paid 100% by LBS. 12 paid holidays, 3 weeks paid time off, and sick time. Defined benefit pension plan. 401(k) and Roth retirement plans. Insurance: life, AD&D, and LTD. Critical illness, accidental, and hospital indemnity coverage. Educational reimbursement. Paid volunteer hours. Loan discounts and free branch services. Discounts on entertainment, movie tickets, travel, car rentals, and more. Wellness benefits start on the first of the month following 30 days of employment. Pay Range In accordance with California’s Pay Transparency Act, the expected salary range for this position is between $31.85 and $39.85 per hour. Actual pay will be determined based on a candidate’s specific qualifications, including knowledge, skills, education, and experience, internal equity considerations, and other job‑related factors permitted by law. Schedule Monday through Friday 8:30 – 6:00; Saturday 9:00 – 2:00; 40 hours weekly. Background Screening External candidates will undergo background investigations, including employment verification, credit report, criminal records search, social security search, and governmental registries search, and must be eligible for a fidelity bond. Equal Opportunity Employer. #J-18808-Ljbffr LBS Financial Credit Union