Contact Center Supervisor

Contact Center Supervisor General Electric Credit Union is a not-for-profit, member‑owned full service financial institution headquartered in Cincinnati with branches in Ohio and Kentucky. At GECU, we pride ourselves on maintaining quality service, being an employee‑friendly workplace, and developing our team members while teaching you the skills to lead you to career advancement opportunities. Overview The Contact Center Supervisor supports the Contact Center Manager to ensure that, using a consultative approach, members receive exceptional service in a friendly, professional, and timely manner. The Supervisor will monitor and implement referral and service metrics by coaching and developing a team. Essential Responsibilities Coach and develop team members to reinforce consistent behaviors that positively impact referral and service goals; conduct regular observations and facilitate one‑to‑one meetings. Assist the Contact Center Manager in day‑to‑day operations, including evaluating performance, providing feedback, managing schedules, and upholding standards for team goals and metrics. Utilize advanced knowledge of GECU products, services, policies, and procedures to assist staff and members. Manage department volume through inbound call queues. Ensure all team members follow GECU’s service standards for delivering optimal member service with all member interactions and internal department communication. Communicate organization and department goals to team members, clarifying expectations and their role in attaining them. Manage any conflict resolution, including member escalations. Understand and adhere to regulatory and compliance standards, requirements, and policies, including operational expectations such as new account review and lending error correction. Perform other duties as assigned. Education and Experience High school diploma or GED; bachelor’s degree preferred. Minimum two years experience in a member‑facing role at a financial institution required. Minimum two years of phone experience preferred. Minimum two years of supervisory or leadership experience preferred. Sales and service referral experience preferred. Knowledge, Skills, and Abilities Strong interpersonal and customer service skills to create an exceptional member experience. Good communication skills, both written and verbal. Working knowledge of products and services relevant to the role; ability to learn and train others. Advanced ability to resolve complex member concerns and escalated issues. Ability to maintain confidential or sensitive information. Benefits Health, Dental, and Vision insurance. Life and Disability insurance options. Paid Time Off starts accruing once hired; birthday off – paid. 401k retirement plan with up to a 10% match of your base gross compensation. Tuition reimbursement opportunities and professional development. Volunteer opportunities – earn additional PTO hours. On‑site clinics for vaccines and mammograms. General Electric Credit Union is an Equal Opportunity Employer. #J-18808-Ljbffr