Contact Center Supervisor

IH Mississippi Valley Credit Union•Moline, IL

1d•Onsite

About The Position

The Contact Center Supervisor is responsible for creating a positive and engaging work environment by coaching and motivating team members to deliver exceptional, timely support through phone calls and by managing escalated cases when needed. Success in this role also means maintaining a strong knowledge of Credit Union programs, products, policies, and procedures, and actively sharing communication with the team to keep everyone informed and aligned. If you're a natural problem-solver with a passion for member service, we'd love to hear from you!

Requirements

Minimum 2 years of Credit Union, Contact Center or combination in experience/education.
High School diploma or equivalent.
Strong Leadership and Team Building skills to ensure high level of service and satisfaction
Ability to confidently handle complex situations effectively and accurately.
Strong organizational skills with the ability to prioritize, multitask and adapt to change
Ability to evaluate processes and recommend enhancements
Demonstrated proficiency in both oral and written communication. Proven accuracy and attention to detail is a must.

Responsibilities

Oversee daily Contact Center operations, ensuring adherence, efficient call handling, and high member satisfaction.
Supervise, coach, and support team members through daily activities, fostering a positive environment built on teamwork, recognition, and constructive feedback.
Monitor calls, provide coaching, and implement ideas to continuously improve the member experience.
Handle escalated calls with professionalism while coaching agents on effective resolution and de-escalation strategies.
Manage schedules, timecards, time off requests, and contribute to performance management including scorecards, reviews, and corrective actions.
Leverage technology and recommend process improvements to optimize efficiency and service quality.
Stay engaged in meetings, training, and projects to support organizational goals, campaigns, and change initiatives.