Contact Center Supervisor

Job Description

Job Description

Bring Your Champion Mindset. Make an Impact.

Join Champions First Credit Union as a Contact Center Supervisor

Pay Range: Compensation commensurate with experience | Schedule: Full-Time (M-F) | Location: Pensacola/ Nine Mile Rd

At Champions First Credit Union, being a champion is more than a name, it’s how we show up for our members, our communities, and each other. We’re growing across North Florida, and we’re looking for a friendly, knowledgeable Member Service Specialist to help us keep that promise.

If you enjoy leading a team, coaching people to do their best work, and solving member issues, and you want to build a career, not just take a job, this is your opportunity.

What’s in It for You?

We take care of our team the way we ask our team to take care of our members:

• Ongoing training and professional development opportunities
  
  
• Tuition reimbursement
  
  
• Comprehensive benefits package for full-time employees, including health, dental, and vision insurance
  
  
• 401(k) Retirement Plan, up to 4% employer match
  
  
• Profit sharing program
  
  
• Generous paid time off — vacation, sick, and personal time, federal holidays, your birthday, and your work anniversary

What You’ll Be Doing

As the leader of our Digital Experience team, you’ll guide a team of representatives in delivering outstanding member service across every digital channel and the call center. Your role will:

1. Coach and develop your team. Build confident, high-performing representatives through regular one-on-ones, real-time feedback, and clear goals.
   
   
2. Set the standard for member service. Ensure friendly, accurate, first-time-right service on every call, chat, and message.
   
   
3. Handle escalations. Take on the toughest member issues and complaints, de-escalate them, and resolve them fairly.
   
   
4. Support digital banking. Troubleshoot online and mobile banking issues and help members get comfortable with self-service tools.
   
   
5. Lead with data. Track service levels, quality scores, and member feedback, and turn the results into action.
   
   
6. Improve how work gets done. Spot bottlenecks and repeat issues and build simpler, faster processes.
   
   
7. Staff for demand. Plan schedules around contact volume so members get timely service during peak times.
   
   
8. Protect members and the credit union. Keep the team compliant with BSA, OFAC, and Reg E, and catch fraud red flags early.
   
   
9. Communicate and collaborate. Keep your team informed through change and partner with branches, lending, and IT to solve problems.
   
   
10. Champion change. Help your team adopt new systems, tools, and ways of working as the credit union grows.