Contact Center Supervisor

Job Description

Job Description

Join our team as a knowledgeable and passionate Contact Center Supervisor at IHMVCU! This role is perfect for someone who enjoys leading and developing others while ensuring our members receive outstanding service. We believe in fostering a collaborative and supportive work environment where every team member can thrive.

This role is located at our beautiful headquarters on River Drive in Moline, IL. This facility includes a comfortable office environment with an on-site gym facility.

Summary of 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!

The successful candidate should have the following skills/qualifications:

• 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.

What are some of the responsibilities of a Contact Center Supervisor?

• 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.

Being a team member of IHMVCU is more than just a job, we want to make differences in the communities we live in and serve. Check out our careers page for more information including benefits Final compensation will be determined by various factors such as experience, specific skills and internal pay equity.

Move Up your career at IHMVCU with this great opportunity!

Physical Requirements:

• Sitting: Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.
• Finger, handle, touch: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling. Applying pressure to an object with the fingers and palm. Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.
• Lifting Demands: Up to 10 lbs.
• Visual acuity to do things such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.