Job details

Supervisor, Contact Center Strategic Initiatives

Join the people helping people.

For people drawn to serving others through their work, PSCU is a place to thrive, as we serve our credit union members best by taking care of each other first.

PSCU is a proud recipient of the

2023 Gallup Exceptional Workplace Award

and has been named to the

Forbes list of America’s Best Midsize Employers 2023

! These recognitions reflect the strength of our culture and core values, which help PSCU grow, evolve and foster a highly engaged workforce.

If you want to help shape an industry, challenge yourself, and invest in your own future, this is the place for you. PSCU is a highly accessible environment where you’re empowered to think on your feet, work from your heart, and discover the very best version of your professional and personal self. “Our Momentum. Your Moment.”

This application is the first step in seizing your moment.

The Contact Center Strategic Initiatives Supervisor is responsible for leading the analyst team to ensure business transformation by overseeing operational servicing support, assisting with critical issue resolution and implementation of onboarding of new clients to improve the member experience in the Contact Center. This role will direct efforts of cross functional work-teams and related resources to support overall business objectives. Incumbent will assist with updates to Contact Center Services and Solutions enhancements, identify and handle key risks associated with projects. This role will assist with updates to Contact Center Services and Solutions enhancements, identify and manage key risks associated with projects and partner with all business areas to ensure that short- and long-range business goals align with operational objectives.

Essential Functions & Responsibilities

Handle requests and resolve issues related to day -to-day production support, projects, solutions, system enhancements and industry regulations.
Collaborate with internal departments during the implementation stage to create scripting to ensure accurate flow of application and processes that are complex and unique to each client.
Monitor progress of all inquiries impacting the clients and assist in resolution of complex and sensitive issues in a timely and effective manner.
Make necessary and timely decisions to prevent operational errors and financial loss.
Organizes, defines parameters and assembles relevant data of assigned projects.
Identify and report outstanding issues to the team; provide solutions and assist with issue resolution.
Assist with identifying improvements to the defined processes within the department and assist with the development of documentation of new and revised departmental procedures.
Understand and complete technical tasks associated with various types of Contact Center Services and Solutions projects.
Participates in the planning, research, analysis, development, and implementation of new and modifications to existing applications and processes to provide new or improved capabilities, products, and/or services.
Perform other duties as assigned.

Physical Demands

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
Specific vision abilities required by this job include close vision
Ability to occasionally lift/move up to 25 pounds
Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.

Other Physical Demands

Supervisory Responsibility

Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures
Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff
Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement
Direct staff, to ensure that all duties are performed according to department performance standards

Position Specifications

Bachelor’s Degree or equivalent combination of education and experience required.
Three (3) years' experience managing entry level and professional staff required.
Three (3) years' experience within the financial service industry with payment card products, support services and client relations preferred.
Two (2) years cross functional project management experience in financial services or contact center industry preferred.

Knowledge, Skills, & Abilities

Demonstrate behaviors based on PSCU values: Excellence, Innovation, Leadership, Passion, Trust, and Diversity, Equity, & Inclusion
Ability to lead team members in establishing, planning, tracking, and controlling projects in a fast-paced environment
Ability to exercise discretion, independent judgment, confidentiality, and interact effectively with all levels of staff, credit unions, and vendors
Ability to communicate effectively with credit union operational staff and executives as well as internal support teams and leaders
Leadership skills, organizational skills, problem solving skills and executive presentation skills required
Strong problem analysis and resolution techniques
Must be a highly motivated individual with high level of initiative and an attitude of willingness
Ability to maintain the confidentiality of materials handled
Must have strong organizational and time management skills with the ability to prioritize deadlines
Ability to work a flexible work window to meet needs of the business
Ability to be flexible and work under high pressure in a complex environment
Proficiency in Microsoft Word, Excel, and PowerPoint preferred
Knowledge of all product lines for Contact Center Services and Solutions
Minimal travel may be required

Pay Equity

PSCU is committed to pay equity and a competitive benefits package. The hiring amount for this position based on relevant experience and internal equity; the pay range is:

$47,700.00

$76,300.00

Note: The amount shown is based on full time annual salary and would be prorated based on role.

In addition this position is eligible for an incentive plan, based on performance.

Benefits

At PSCU, everything we do recognizes the fact that our employees are our most important asset. That’s why we are committed to a work/life integration that goes above and beyond to ensure that you have quality time at home with your family and/or to pursue outside interests and aspirations. We back this up with generous PTO, the opportunity to work remotely, flexible scheduling, and a management team that understands how to adjust when the unexpected curveballs of life happen.

Check out the comprehensive benefits PSCU has to offer that further solidifies our reputation as a company that just “gets it” when it comes to balancing life’s planned and unplanned events while equipping you with all the tools for growth.

PSCU offers:

Beautiful, state-of-the-art campus
Endless opportunities for advancement
Competitive wages
Generous paid time off and paid holidays

Our benefits package includes:

Medical with telemedicine, no-cost diabetes supply program, and expert medical opinion services
Dental and Vision
Basic and Optional Life Insurance
Company Paid Disability Insurance
401k (with employer match)
Health Savings Accounts (HSA) with company provided contributions
Flexible Spending Accounts (FSA)
Supplemental Insurance
Legal Plan
Pet Insurance
Adoption Assistance Plan
Mental Health and Well-being: Employee Assistance Program (EAP)
Mental health and Well-being: Virtual mental health support and resources
Tuition Reimbursement
Wellness program
Back-up child care program
Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

PSCU is committed to health and safety of all who enter our workplace. If this position requires you to report onsite at a PSCU location, employee attentiveness and cooperation with PSCU Employee Safety Workplace Protocols is critical.

Please Note: For roles with certain levels of travel and/or company car usage, PSCU will require a completed Motor Vehicle Record Check, valid driver's license, and proof of insurance at time of hire and annually.

All applications are reviewed by an AIRS Certified Diversity and Inclusion Recruiter.

PSCU is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

PSCU is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following

"EEO is the Law" Poster

and the

"EEO is the Law" Poster Supplement

. PSCU will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

PSCU is an E-Verify Employer. Review the E-Verify Poster

here

(English and Spanish). For information regarding your Right To Work, please click

here

(English and Spanish poster).

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at

recruiters@pscu.com

for assistance.