Supervisor Contact Center

Job Description

JOB INFORMATION

Title:

Supervisor Contact Center

Officer Title:

Grade:

25

FLSA Classification:

Exempt

Date Last Edited:

6/4/2025

Reports To:

Manager Contact Center

Department:

Contact Center

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=537

PRIMARY FUNCTION

Directly supervise, coach and develop Contact Center Specialists in order to achieve organizational and department goals. Monitor the daily activities of the Contact Center Specialists to ensure member satisfaction and to support HVCU service standards and core values.

•

Support employee development and ensure implementation of HVCU Sales and Service Success Model during daily interactions by setting the example, outlining clear and attainable expectations and closely monitoring key performance metrics of direct reports.

•

Track employee performance by evaluating results of the Contact Center Key Performance Indicators (KPI) of each direct report. Deliver results to agent during monthly one on one meetings and annual performance review. Make recommendations for staff promotions, corrective actions and/or terminations based on employee performance.

•

Provide high level resource support to staff members by maintaining a complete understanding of HVCU products and services as well as policies and procedures. Handle member escalations to ensure concerns are resolved properly.

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Utilize Contact Center systems to monitor communication channels and employee availability to ensure service level goals are met.

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Consistently contribute to the Credit Union’s initiative of continuous improvement by communicating suggestions that enhances revenue, reduces expenses and/or streamlines and improves operations.

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Regularly review employee timecards to ensure direct reports’ daily punches are recorded and minimum required hours are met. Approve timecards prior to required payroll deadlines to ensure employees are compensated appropriately.

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Interview, hire and evaluate Contact Center personnel. Coordinate new hire training and ensure satisfactory completion of assessment tests. Pursue development opportunities for existing staff to support the Credit Union’s goals and employee development.

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Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.

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Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.

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Responsible for regular and predictable attendance including punctuality.

High School Diploma, General Education Development (GED) certificate, or state authorized high school equivalent certificate; or a current high school senior in possession of a certificate of satisfactory academic standing.  

X

Associate’s Degree

X

Minimum 1 Year

Supervisory leadership or similar work experience

X

Minimum 1 Year

Customer service experience in a sales environment

X

Supervisory experience dealing with more than 10 direct reports

X

Experience with Contact Center workforce management tools (Avaya, CMS & Verint Workforce Optimization)

X

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Ability to handle all member concerns efficiently and effectively.

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Must be able to successfully manage employees and projects.

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Intermediate verbal, written and presentation skills.

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Ability to understand and accurately apply basic mathematical concepts.

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Ability to work in a fast-paced environment and deal with a variety of internal/external customer and vendor situations.

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Intermediate proficiency in Microsoft Office Software (Word, Excel, Outlook, PowerPoint, etc.)

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Must have a quiet and professional workspace.

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Must have access to reliable internet access.

PHYSICAL DEMANDS

Frequency

Physical Demand

Weight (lbs.)

Frequently

Sit for prolonged periods of time

Frequently

Required to communicate verbally

Frequently

Normal range of vision and hearing abilities required

Occasionally

Lift and/or move objects

10

Occasionally

Travel outside of work location to attend meetings and training programs

Frequently

Required to skillfully operate a computer, telephone and other standard office equipment

WORK ENVIRONMENT

•

Typically the noise level in the work environment is moderate to high.

•

May experience occasional job stress in dealing with difficult situations and/or high volume.

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High energy, high impact atmosphere.

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There are no significant hazardous conditions.

View Competencies

Coaching Others

Knowledge of coaching concepts and methods; ability to encourage, motivate, and guide individuals or teams in learning and improving effectiveness.

Level 3

1. Analyzes patterns and identifies key areas for improvement of processes or results.

2. Coaches one or several individuals or teams on a specific competency or subject area.

3. Successfully coaches both superstars and problem performers.

4. Monitors individual or team progress through feedback sessions.

5. Contributes to the establishment of good coaching practices.

6. Discusses alternative techniques for diagnosing and coaching individuals and teams.

Leadership

Leads people towards meeting the organization’s vision, mission, and goals. Provides an inclusive workplace that fosters diversity, development, teamwork and continuous improvement.

Level 1

1. Coaches others regarding professional commitment and assumption of accountability.

2. Demonstrates active listening. Supports constructive resolution of conflicts in a timely manner. 

3. Documents knowledge that can be transferred to other groups. Shares information to gain commitment and understanding in achieving objectives.

4. Promotes collaboration and champions behaviors that inspire cohesiveness and move the organization to reach a vision.

5. Reinforces positive contributions and recommend adjustments for improving outcomes.

Service Excellence

Consistently incorporates Hudson Valley's member and employee value proposition, reinforcing organizational culture and brand differentiators.

Level 2

1. Creates a positive team environment by celebrating successes and driving excellence.

2. Dedicates required time and energy to assignments or tasks to ensure that no aspect of the work is neglected; works to overcome obstacles to completing tasks or assignments.

3. Effectively communicates the connection between culture and the business strategy.

4. Implements effective strategies and activities that promote long term customer loyalty.

5. Inspires and strives for excellence in all aspects of work including setting high performance goals for oneself and others.

Results Driven

Drives critical activities to completion. Meets organizational goals and customer expectations.

Level 1

1. Clearly communicates expectations and what results look like. Uses ongoing communication and feedback to promote team motivation to achieve objectives.

2. Complies with specific policies or practices based on laws or regulations governing these practices.

3. Effectively navigates and utilizes formal and informal communication and decision-making channels.

4. Gives honest, timely feedback, including difficult discussions about taking ownership for one's decisions, actions and results.

5. Identifies barriers to goal achievement and provides necessary tools, resources, and development to overcome obstacles.

Resiliency

Adapts positively to changing environments in order to achieve business results.

Level 1

1. Celebrates incremental success in creating change and assists others in seeing the role they can play in transforming the organization.

2. Leverages intellectual curiosity to remain current and prepare for potential change.

3. Open to change and new information; rapidly adapts to new information, changing conditions, or unexpected obstacles.

4. Perceives, assesses and helps manage the emotions of self and others while simultaneously exhibiting drive and commitment to results.

5. Recovers quickly from setbacks and maintains composure under stress.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position.  Additional functions and requirements may be assigned by supervisors as deemed appropriate, with or without notice.

Nothing contained in this material creates a contract of employment between an employee and Hudson Valley Credit Union or otherwise alters the at-will nature of the employment relationship.

Are you able to perform the essential functions listed in this job description with or without reasonable accommodation?  YES_______  NO_______

By signing below you certify that you have received this job description and understand the requirements, essential functions and duties of the position.  If you are currently employed in this position, your signature acknowledge that this job description accurately describes the position, including its essential functions.

Name:  _____________________________________________

Signature: _____________________________________________

Date:  _____________________________________________ 

Please also note that Hudson Valley Credit Union respects the religious beliefs and practices of employees and will, on request, reasonably accommodate its employees when a reasonable accommodation is available that does not create an undue hardship on the Credit Union’s business.  Therefore, unavailability for work due to religious observances or practices may not be a bar to employment.