Call Center Supervisor

TEN Credit Union • Nashville, TN

2d • Onsite

About The Position

Lead a Team. Serve Members. Make an Impact. Are you a passionate leader who thrives in a fast-paced, member-focused environment? TENCU is looking for a Call Center Supervisor to help lead our Contact Center team, deliver exceptional service, and create positive experiences for our members every day. In this role, you will coach and motivate a team of service professionals while serving as an expert resource for member needs. If you enjoy developing people, solving problems, and helping members achieve financial success, we'd love to hear from you!

Requirements

• High school diploma or equivalent.
• Minimum of one year of customer service experience.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a changing environment.
• Basic to intermediate computer proficiency.
• Reliable attendance and commitment to excellent service.

Nice To Haves

• Previous call center experience.
• Experience working in a credit union, bank, or financial institution.
• Experience leading, coaching, or mentoring team members.
• Bilingual communication skills are a plus.

Responsibilities

• Lead, coach, mentor, and support Call Center staff to achieve service and productivity goals.
• Conduct ongoing performance coaching and regular team meetings.
• Assist with workforce scheduling to ensure appropriate staffing levels.
• Develop and promote a positive, collaborative, and service-focused culture
• Support members by phone, secure email, and online messaging.
• Resolve complex member inquiries and escalated service issues.
• Deliver first-call resolution whenever possible.
• Assist members with: Account inquiries and maintenance, Transfers and loan payments, Debit and credit card support, Mobile and online banking assistance, Fraud-related concerns, Loan product questions
• Open and process online account requests.
• Complete daily Remote Deposit Capture activities.
• Support internal employees with operational and member service questions.
• Assist Fraud and Visa teams with merchant fraud alerts and account actions.
• Support Asset Control processes, including CPI postings, refunds, and account transfers.
• Continuously identify opportunities to improve processes and enhance member service.

Benefits

• Supportive environment where employees are encouraged to grow professionally, collaborate with teammates, and contribute new ideas.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED