Call Center Supervisor

Job Description

Job Description

Description:

Illinois State Credit Union

Bloomington-Normal, Illinois

Call Center Supervisor

Reports To: Branch Operations Manager

Position Type: Full-Time

Compensation: $20.00 - $23.00 / hr + commission eligibility

About Us

Illinois State Credit Union (ISCU) is a member-owned financial cooperative serving roughly 18,000 members across five branches in Illinois. We exist to help our members reach their financial goals, and we believe the way we make people feel is the most powerful product we offer. Every team member plays a part in delivering that experience.

About the Role

The Call Center Supervisor leads the day-to-day operation of our call center, the heart of ISCU's virtual branch. You'll manage a team of call center representatives, monitor queue performance and call quality, and step in on escalated calls when a member needs resolution. This is a working supervisor role. You'll take calls alongside your team during peak volume, short staffing, or whenever the need arises, so you stay close to the member experience and lead from the front. Beyond the phones, you'll partner with branch operations to oversee our mobile app and online banking, since those digital channels are part of the same virtual branch your team supports. You'll coach the team toward strong service and referral behavior, keep staffing aligned with call volume, and reinforce our consultative, service-forward culture while holding everyone accountable for both service standards and growth goals.

What You'll Do

• Oversee daily call center activity and make sure coverage matches call volume and member demand.
• Monitor service levels, hold times, abandonment rates, and call quality against department standards.
• Provide real-time and scheduled coaching on accuracy, service, problem-solving, and referral behavior.
• Resolve escalated member calls and lead service recovery to a clear resolution.
• Take calls directly during peak volume, staffing gaps, or whenever the need arises to keep service levels strong.
• Conduct daily huddles, weekly one-on-ones, and performance reviews.
• Monitor staff call for service quality and document findings for coaching and reporting.
• Manage staffing schedules, breaks, and schedule adherence to keep the queue covered.
• Ensure member authentication, fraud prevention, and regulatory compliance on every call.
• Support the onboarding, training, and ongoing development of call center staff.
• Partner with branches, lending, and back-office teams to resolve member issues and hand off opportunities.
• Partner with branch operations to oversee the mobile app and online banking as part of ISCU's virtual branch, supporting members across digital channels.
• Track and report key metrics, including service level, quality scores, referrals, and other call center indicators.
• Lead by example in member service, referral generation, and cross-sell.

What You Bring

• Prior supervision or team-lead experience required (in a call center strongly preferred).
• Call center experience required.
• Financial services or credit union experience preferred but not required.
• A track record of coaching, developing, and holding a team accountable to performance goals.
• Strong verbal and written communication.
• Comfort with call center technology, including call monitoring systems and customer relationship managers, plus scheduling tools and basic performance reporting.
• Familiarity with digital banking channels such as mobile and online banking, or the ability to ramp up quickly.
• Willingness to take calls directly when the need arises.
• High school diploma or equivalent required; relevant post-secondary education or certifications a plus.

Requirements:

• Prior supervision or team-lead experience required (in a call center strongly preferred).
• Call center experience required.
• Financial services or credit union experience preferred but not required.
• A track record of coaching, developing, and holding a team accountable to performance goals.
• Strong verbal and written communication.
• Comfort with call center technology, including call monitoring systems and customer relationship managers, plus scheduling tools and basic performance reporting.
• Familiarity with digital banking channels such as mobile and online banking, or the ability to ramp up quickly.
• Willingness to take calls directly when the need arises.
• High school diploma or equivalent required; relevant post-secondary education or certifications a plus.