Contact Center Operations Supervisor

Are you an experienced call center leader? Do you enjoy working alongside your staff while coaching and developing them in a service-based, sales environment? If you are looking to be an inspiring leader in a busy call center environment, consider TwinStar Credit Union as your next employer.

The Contact Center Operations Supervisor is responsible for supervising Contact Center Specialists in a high volume call center.

The primary duties will include:

  • Training and continually developing staff towards meeting sales and service goals;
  • Providing floor support to staff needing help with member transactions;
  • Developing weekly schedules and using workforce management tools to maximize agent resources and to meet service level goals;
  • Managing performance and development of staff;
  • Producing reports using Avaya-Aura and performing analysis of data.

Ideal Candidates will have:

  • A minimum of two years’ experience working as a supervisor or lead worker in a call center environment (financial institution is preferred);
  • Exceptional member service skills with ability to remain calm under pressure while resolving escalated member calls;
  • Ability to coach and mentor staff in a sales environment;
  • Keen verbal and written communication skills;
  • Proven organizational and multi-tasking skills;
  • Ability to be a self-sufficient worker, setting own goals, problem solving, etc.;
  • High technical abilities to successfully master various computer programs;
  • Ability to work Full Time, Monday – Friday 8:30 a.m. – 5:30 p.m. with schedule flexibility allowing rotating Saturday shifts.

Please visit to submit an application.

Posted in Advocacy News, Around the NW, NWCUA.