Contact Center Operations Support Specialist

At SDFCU, we are committed to attracting and retaining top talent to ensure our continued success. Our tradition of exceptional service extends not only to our members but also to our employees. Through comprehensive internal training and workshops, we nurture professional strengths and provide ample opportunities for career advancement. Are you ready to join our dynamic team? We offer competitive salaries, exceptional health, dental, and vision insurance within the first 30 days of employment, a matched 401(K) plan with up to 4% SDFCU contribution, and much more.

Benefits and Perks of SDFCU Include:

• Diversity and Inclusion:Work in an environment that values and respects all team members
• Paid Holidays:Enjoy 12 paid holidays a year, including your birthday
• Flexible Work Options:Potential work-from-home options after the introductory period
• Generous Paid Time Off:Ample vacation and personal days to maintain a health work-life balance
• Tuition Reimbursement:Support for your ongoing education and career development
• Commute/Parking Incentives:Financial incentives for your daily commute
• Comprehensive Insurance:Access to excellent medical, dental, and vision insurance packages
• Gym Reimbursement:Stay healthy with our gym membership reimbursement program
• Team Bonding:Participate in company and team bonding events that foster a collaborative work environment

Join us at SDFCU and be part of a team that values excellence, innovation, and professional growth.

State Department Federal Credit Union is seeking a full-time Contact Center Operations Support Specialist. The Contact Center Operations Support Specialist plays a critical, multi-functional role in ensuring the smooth operation of the contact center. This position is responsible for workforce planning and scheduling, and monitoring and improving member experience across multiple communication channels. This role is also responsible for identifying, developing, and leading training efforts for all contact center staff. This hybrid role supports operational excellence by aligning staff readiness, performance, and scheduling with business needs.

Essential Duties and Responsibilities:

• Track and analyze key performance indicators (KPIs), including call volume and agent efficiency, to ensure service level targets are consistently met.
• Develop and execute workforce management plans by forecasting staffing needs, coordinating shift schedules, and ensuring optimal agent availability and adherence.
• Process and monitor employee leave requests, oversee timecard submissions, and assist with approvals to ensure accurate timekeeping and staffing compliance.
• Conduct regular reviews of contact center interactions, service quality, and feedback channels to identify training gaps and performance improvement opportunities.
• Design and deliver training programs, facilitate continuous learning, and provide feedback and coaching plans to support agent skill-building and development.
• Develop, maintain, and update support materials including call scripts, training resources, and knowledge base content for internal and third-party agents.
• Ensure staff adherence to internal policies and procedures, assist in refining quality assurance standards, and align practices with industry regulations and best practices.
• Support agents across service channels by addressing complex member interactions and serving as an escalation point for resolving issues efficiently.
• Assist in interviewing potential hires, make hiring recommendations, and provide performance feedback to management to support talent development and staffing decisions.
• Act as essential personnel during closures and serve as the primary point of contact for urgent member concerns after regular business hours through third-party support.

Required Skills and Competencies:

• Minimum three (3) years of credit union experience required.
• Minimum three (3) years of experience in a call center environment.
• Knowledge of workforce management tool and ability to analyze call volume trends and forecasting.
• Knowledge of quality assurance/call monitoring and training
• Ability to use discretion and sound judgment and to solve problems.
• Excellent organizational and time management skills required.
• Excellent interpersonal skills required.
• Clear and professional phone manner; or a reasonable alternative to communicate, if possible.
• Excellent oral and written communications skills.
• Demonstrated resourcefulness and analytical skills.
• Accurate inputting of 40 wpm desired.