Call Center Supervisor

TEN Credit Union • Nashville, TN

9d • Onsite

About The Position

TENCU is seeking a Call Center Supervisor to lead their Contact Center team. This role involves coaching and motivating service professionals, serving as an expert resource for member needs, developing people, solving problems, and helping members achieve financial success. The position is full-time and on-site, with specific working hours from Monday to Thursday, 8:00 AM to 5:00 PM, and Friday, 8:00 AM to 6:00 PM. The compensation offered is $25.00 per hour.

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, and 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: Manager
• Education Level: High school or GED