Supervisor Contact Center

Is it surprising to hear that a financial institution of 1.5 million members and over $30 billion in managed assets say that success comes from focusing on people, not profits?

Our "people helping people" philosophy has guided us since 1935, driving our deep commitment to serving our members, communities, and each other. When you join our team, you become part of a purpose-driven organization where your work makes a real difference.

While we're proud of our history, we're even more excited about our future. With business and technology transformation on the horizon, there's never been a better time to be part of BECU.

PAY RANGE

BENEFITS

Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Employees have access to disability and AD&D insurance. We also offer health care and dependent care flexible spending accounts, as well as health savings accounts, to eligible employees. Employees are able to enroll in our company's 401k plan and employer-funded retirement plan. Newly hired employees accrue 6.16 hours of paid time off (PTO) on a per pay period basis based on hours worked (up to a maximum of 160 PTO hours per year) and receive ten paid holidays throughout the calendar year. Additional details regarding BECU Benefits can be found here.

IMPACT YOU'LL MAKE:
As a Contact Center Supervisor at BECU, you will be at the forefront of delivering exceptional member service while leading a dynamic team to success. You will coach, develop, and inspire your team to meet and exceed goals, all while ensuring smooth operational efficiencies. Your leadership will set the tone for a high-performing, engaged workforce that thrives on accountability, collaboration, and continuous improvement. If you are passionate about driving results, mentoring talent, and making a meaningful impact, this is your opportunity to shine.

WHAT YOU'LL DO:

• Lead with Impact: Provide clear direction, motivation, and support to ensure your team delivers outstanding service and meets performance goals.
• Coach & Develop Talent: Conduct regular coaching sessions, provide actionable feedback, and create opportunities for your team members to grow professionally.
• Ensure Operational Excellence: Monitor and optimize workflows, ensuring efficiency, compliance, and a seamless member experience.
• Champion Member Satisfaction: Handle escalations with empathy, resolve issues promptly, and champion a culture of first-contact resolution.
• Drive Performance & Accountability: Utilize data-driven insights to assess team performance and implement strategies for continuous improvement.
• Enhance Processes & Innovation: Identify opportunities for operational improvements that enhance efficiency, reduce errors, and elevate service quality.
• Collaborate Across Teams: Partner with workforce management, operations, and leadership teams to align strategies and ensure peak performance.
• Uphold Compliance & Best Practices: Ensure adherence to policies, procedures, and regulatory requirements while fostering a culture of ethical decision-making.
• Own Your Leadership Journey: Take initiative in leading department initiatives and projects that contribute to BECU's success.

This isn't just about ticking off tasks on a list. It's about making a significant, positive change in BECU's journey, where your contributions are valued, and your growth is continually fostered.

WHAT YOU'LL GAIN:

BECU is looking for driven, people-focused leaders who thrive in a fast-paced, service-oriented environment. If this sounds like you, here's why this role is the perfect next step in your career:

• Professional Growth: Access to leadership training, career development resources, and internal advancement opportunities.
• Member-Focused Mission: Make a meaningful impact by delivering exceptional service and fostering financial well-being for our members.
• Competitive Benefits & Work-Life Balance: Enjoy a comprehensive benefits package, including flexible work schedules, wellness programs, and more.

QUALIFICATIONS

Minimum Qualifications:

• Bachelor's degree in Business or equivalent related experience required.

• Minimum five years of member service/customer service experience required.

• Minimum one year of leadership experience in a Financial Institution or Contact Center required.

Desired Qualifications:

• Experience with an automated call distribution (ACD) system preferred.

• Ability to plan, organize and implement projects or initiatives in a timely manner. Strong attention to detail and the ability to multi-task effectively.

• Ability to analyze data related to staffing to ensure staff is best utilized during peak and slow times in conjunction with the workforce team.

• General knowledge and understanding of federal and state regulations governing deposits, lending, and electronic funds, including any reporting requirements.

• Ability to exercise confidentiality and discretionary judgement.

JOIN THE JOURNEY

Ready to make an indelible impact? Eager to be a part of a collaborative and innovative team where your ideas and contributions don't just fill a role, but fuel the growth and success of BECU? This is more than a job - it's a chance to elevate your career, skills, and future, all while contributing to the robust technological landscape of BECU.

Embrace the opportunity to grow with us. Apply now, bring your expertise to the table, and let's achieve excellence together at BECU. Your journey of influence, innovation, and impactful contribution starts now.

#BECU #YourGrowth #BECUJourney

BECU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.