Contact Center Lead

The Contact Center Lead plays a vital role in supporting both team members and management to ensure outstanding service for our members. This role serves as the primary point of escalation for complex calls, provides operational backup to the Contact Center Manager, and supports the oversight of data and performance reporting to drive continuous improvement. The ideal candidate has a strong member-first mindset, proven experience in contact center operations (preferably in a credit union or financial institution setting), and is a strong coach and effectively elevates the performance of those around them and is comfortable balancing leadership responsibilities with frontline support. Member Escalations: • Serve as the first line of support for escalated member inquiries, ensuring prompt, courteous, and effective resolution that results in greater member loyalty to the credit union. • Assist in providing real-time oversight of the Contact Center to ensure efficient delivery of services, rapid issue resolution, and alignment with member financial needs. • Assist in providing on-the-spot coaching and assist in ongoing touch base conversations with Contact Center team members on de-escalation techniques and best practices for remarkable service delivery. • Handle sensitive or complex member concerns with discretion and professionalism. • Communicate clearly and professionally in both written and verbal formats. Operational Leadership: • Act as the backup to the Contact Center Manager, assisting with scheduling, shift coverage, and team coordination as needed. • Lead by example by effectively handling member calls and offering hands-on support to team members. • Maintain high standards of member service and ensure alignment with Cascade’s Remarkable Service expectations and values. • Maintain a high level of knowledge and proficiency of the credit union’s policies and procedures and ensure policy adherence and quality standards by contact center employees. • May provide additional support to other frontline and back-office teams as needed to ensure seamless remarkable service delivery to members across the organization. • Assists in ensuring departmental alignment with larger organizational strategic initiatives. • Remain updated on Credit Union products and services. • Demonstrates the Credit Union’s Core Values and Vision Statement. Data Analysis & Reporting: • Assist in tracking key performance indicators (KPIs) such as call volumes, resolution times, wait times, and service levels. • Assist in compiling and presenting daily, weekly, and monthly performance metric reports to senior leadership to inform operational decisions. • Identify trends and recommend process improvements based on data insights. Team Support & Coaching: • Assist in the onboarding and training of new contact center employees. • Actively supports a culture of coaching, accountability, and recognition to improve retention, morale, and service consistency. • Deliver impactful feedback through on-the-sport coaching of contact center employees. • Foster a culture that aligns with Cascade’s core values of STRIDE and support employee wellness scores. Other Pertinent Information: · Consistent and satisfactory attendance is required. · Must maintain acceptable personal credit history and be bondable. Required: • 2+ years of experience in a contact center or member service environment, with demonstrated responsibility for handling escalations or supporting team operations. • Strong verbal and written communication skills. • Proficiency in analyzing data and creating performance reports. • Dependable and collaborative with a high level of professionalism and integrity. • Ability to step into a leadership role when the manager is unavailable. Preferred: • Experience in credit unions or financial institutions. • Familiarity with contact center software and reporting tools. • Knowledge of core banking systems (e.g., Symitar) is a plus. • Verbal and written proficiency in Spanish Job Type: Full-time Pay: $26.00 - $29.51 per hour Benefits: • 401(k) • 401(k) matching • Dental insurance • Employee assistance program • Flexible schedule • Health insurance • Life insurance • Paid time off • Vision insurance Work Location: In person