Contact Center Supervisor

Scott Credit Union•Edwardsville, IL

5d•$30 - $37•Onsite

About The Position

Scott Credit Union is hiring a Contact Center Supervisor for its Member Contact Center Department at the Home Office Branch in Edwardsville, Illinois. The supervisor leads the Contact Center toward delivering an exceptional member experience, improving operational efficiency, and exceeding assigned goals. The role involves professional interaction with senior management, department managers, and other employees, as well as coaching and developing staff in line with the Credit Union’s philosophy and vision. The position is full-time, with a Monday–Saturday schedule. Work is fully on-site at the Edwardsville headquarters during the first 90 days. After successful completion of the probationary period, the role may be eligible for hybrid or remote work. Employees in hybrid or remote roles may need to return on-site periodically for meetings, events, or other work-related needs as determined by their manager.

Requirements

High school diploma or equivalent and six years of diversified experience working in a financial institution; or an associate degree and four years of such experience; or a bachelor’s degree and two years of such experience.
At least two years of prior management experience.
At least two years of experience in a customer service role.
At least one year of call center work experience.
Personal computer experience, including Microsoft Office products.

Responsibilities

Supervise Contact Center employees and direct, coordinate, and evaluate the units.
Deliver excellent member experience and engagement, internally and externally, and create a strong experience for members and employees across interactions.
Direct staff in following policies and procedures and oversee Contact Center performance, including member satisfaction, employee call and availability time, and team training and development.
Monitor trends across interaction channels and use technology to implement effective processes, manage staffing resources, and adjust processes based on workload and statistical analysis.
Define and manage departmental metrics and performance indicators, report on them regularly, and use data analytics to guide business and operational decisions.
Manage conflict by taking initiative to de-escalate situations and resolve issues with a professional, member-centric approach.
Study and standardize procedures to improve efficiency.
Correct errors and complaints, and research and resolve complex member questions, problems, or complaints involving credit union accounts, systems, or account verifications for Contact Center representatives.