Contact Center Supervisor (Member Service Specialists)

General Electric Credit Union•Blue Ash, OH

11d•Onsite

About The Position

The Contact Center Supervisor provides day-to-day leadership, coaching, and support to Contact Center team members while ensuring exceptional member service. This role oversees daily operations, manages team performance and scheduling, and resolves escalated member concerns. The Supervisor coaches team members on the GECU Consultative Approach, identifies trends and opportunities for improvement, and provides direction to help achieve departmental goals and deliver outstanding member experiences.

Requirements

High school diploma or GED required
Minimum five years of experience handling member inquiries in a call center environment
Minimum four years of banking or credit union experience preferably with lending experience
Proven experience in fostering relationships with customers
Thorough knowledge of GECU products and services with ability to learn and train others on new roll-outs and enhancements
Demonstrated team leadership and effective communication skills
Always exhibits a positive attitude and professional demeanor
Advanced ability to resolve complex member concerns and escalated issues
High level of emotional intelligence and vast interpersonal skills
Proficient in Microsoft Office Suite or similar software
Ability to maintain confidential or sensitive information

Nice To Haves

college degree in business, accounting or related study preferred
Prior experience in mentoring, coaching or leading teams preferred

Responsibilities

Provide leadership and guidance to a team of Specialists, ensuring high-quality service delivery and advanced problem resolution
Serve as the primary escalation point for complex, sensitive, and high-impact member concerns, providing expert guidance and resolution support
Monitor member interaction volume, ensuring proper allocation of team resources and work with other Contact Center leaders to ensure proper queue coverage and service level expectations
Lead coaching and development efforts through regular observation, feedback, and performance discussions that reinforce GECU’s Consultative Approach and service standards
Ensure adherence to compliance, quality control, audit requirements, and operational controls while maintaining a strong risk-conscious culture
Utilize reporting and analytics to monitor team effectiveness, establish goals, measure performance, and drive continuous improvement
Provide immediate supervision of direct reports, including performance management, workload prioritization, scheduling oversight, and career development planning
Foster a culture of accountability, collaboration, and professionalism that supports team member engagement and business objectives
Coach a team of Specialists to identify member needs and create meaningful conversations that uncover referral opportunities while maintaining an exceptional member experience
Monitor and coach referral quality, not just quantity, ensuring referrals are complete, accurate, aligned to member needs, and result in productive handoffs to the sales team
Monitor on trends for members reaching out to the Contact Center, report on outstanding concerns and collaborate as needed with specialized groups to resolve concerns
Collaborate with department partners opportunities for development of team members
Ensure all team members follow the GECU’s service standards, policies and best practices for delivering optimal member service with all member interactions and internal department communication
Communicate organization’s goals to team members so there is an understanding of expectations and how their role plays a part in attaining them
Work with Manager to elevate team members, give feedback as needed in staffing decisions and other projects to drive talent metrics for the team
Communication organizational goals, strategic priorities, and department expectations, ensuring team members understand how their contributions support GECU’s success
Maintain advanced knowledge of GECU products, services, policies, and procedures, serving as a subject matter expert and resource for the team