Call Center Supervisor (Bilingual)- Fort Worth

EECU•Fort Worth, TX

3h•Onsite

About The Position

EECU is seeking an experienced and motivated Member Services Supervisor to join our team. This is a new leadership position added to support the continued growth of our high-performing Call Center. If you are a strong people leader who thrives in a fast-paced environment and is passionate about coaching teams, improving processes, and delivering exceptional member service, we encourage you to apply. This is a full-time onsite leadership role at our EECU Cullen Operations Center. About the Role The Member Services Supervisor leads and develops a team of call center representatives to deliver service excellence while driving efficiency, quality assurance, referral growth, and operational performance in a high-volume contact center environment. This role partners closely with the Member Services Manager to ensure service levels are achieved, technology systems are optimized, and team performance consistently meets or exceeds expectations.

Requirements

3–5 years of supervisory experience in a high-volume call center environment
3–5 years of experience leading, coaching, and developing 15+ representatives
Proven sales and service management experience in a call center setting
Strong organizational and time management skills
Excellent verbal and written communication skills
Ability to manage multiple priorities in a fast-paced, high-interaction environment
Demonstrated ability to allocate resources effectively to meet member needs
Flexibility to work open or close (8:00 AM – 5:00 PM Monday–Friday; Saturday 9:00 AM – 1:00 PM)

Nice To Haves

College degree preferred

Responsibilities

Hire, train, coach, and develop a team of 15+ call center representatives
Foster a positive, accountable, and service-focused culture
Conduct regular coaching sessions to drive performance and professional growth
Develop team members to meet or exceed service, referral, and quality goals
Monitor and manage key performance indicators including: Service levels Abandonment rates Interaction quality Schedule adherence Referral and sales performance New account application accuracy
Identify opportunities to improve workflows and daily operations
Oversee and optimize call center technology systems, including ACD, workforce management tools, service applications, and core banking platforms
Assist with inbound calls as needed to support service levels
Resolve complex escalated member concerns with professionalism and sound judgment
Ensure all interactions reflect EECU’s commitment to delivering A Better Way of Banking®
Maintain compliance with all applicable federal and state regulations, including but not limited to: Bank Secrecy Act (BSA) / Anti-Money Laundering (AML) Bank Bribery Act NCUA Privacy Regulations Reg DD, Reg E, Reg CC, Reg Z, Reg B FCRA/FACTA Servicemembers Civil Relief Act (SCRA) Complete required initial and annual BSA training