AMVETS Jobs

Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 14 branches throughout Western Washington. We have a passion for making a positive difference. As a $2 + billion-asset credit union, we are deeply committed to our members' financial wellbeing and the prosperity and quality of life in the communities we serve. We are proud to be led by individuals with the experience and skills to drive our organization towards our goals for strategic growth and operational excellence. Our KCU Cares Foundation program focuses on providing resources and support for those struggling with homelessness or hunger and improving the financial well-being of the people in our communities. And beyond monetary efforts, we have provided thousands of hours in staff volunteerism and in-kind support. At Kitsap Credit Union, our success is built on trust-based relationships and personalized service. We understand our employees are key to our success. They provide the personalized service to our members and contribute to the communities where we live. We are committed to providing a supportive, mission-driven, and inclusive culture where employees can grow their careers. To learn more, visit kitsapcu.org{target="_blank" rel="noopener"}. About the Role Kitsap Credit Union is hiring a full-time Contact Center Supervisor to work in-person out of our Contact Center. The Contact Center Supervisor is responsible for managing a team of Contact Center Representatives. The Supervisor ensures that established policies and procedures are followed; provides coaching, training, and development to their team. The Supervisor supports the Contact Center Manager by measuring performance metrics and assisting contact center representatives with escalations. Quick Facts Reports to: Contact Center Manager Employment Type: Full-time, hourly, non-exempt, in-person Salary Range: $36.02 - $40/hr depending on experience Bonus Target: 7% potential incentive of base pay Working Hours: Monday - Friday 8AM - 6PM, Saturday 9AM - 4PM Grade: 10BC Industry: Banking Principal Accountabilities * Accountable for ensuring that their team of direct reports delivers on department goals and key metrics. * Develops and executes action plans to meet and exceed key performance indicators. * Acts as the Contact Center Manager in their absence. * Supports strategic projects as a Contact Center subject matter expert on policy and process. * Committed to ensure employees give extraordinary member service while always looking for member growth opportunities by educating members on applicable products and services. * Provides continuous coaching and training to direct reports. * Takes call escalations, researches complex member questions and diffuses urgent member situations. * Acts as a subject matter expert to Contact Center employees in handling member inquiries by directing research and troubleshooting to ensure issue resolution. * Identifies and participates in process improvement opportunities in pursuit of operational excellence in the Contact Center. * Motivates staff while maintaining a team focused structure and an atmosphere of accountability. * Participates in the interviewing and hiring process. Required Skills and Abilities * Ability to motivate team members and hold them accountable to outcomes. * Excellent organizational skills and attention to detail. * Strong supervisory and leadership skills. * Ability to handle heavy workload with time constraints and deadlines. * Strong business acumen and leadership presence. * Proficient with Microsoft Office Suite software. * Understand, model, and represent KCU's core values. Required Qualifications and Education * HS Diploma or GED. * Tw To view the full jo