Supervisor Contact Center

Job Category Contact Center Employee Type Regular Full Time Required Degree 2 Year Degree Manage Others Yes Join Our Team For over 70 years, Teachers Federal Credit Union has been committed to guiding members toward building a strong financial foundation today for a better tomorrow. Recognized by Forbes Magazine as one of America’s Best-In-State Credit Unions in 2025, Teachers has grown into one of the nation’s leading credit unions. As we expand our reach across the country, we remain focused on being both a Best Place to Bank and a Best Place to Work. From part-time roles to executive leadership positions, Teachers offers a wide range of meaningful career opportunities. Summary Supervises Call Center representatives and oversees daily adherence to Call Center policies and procedures. Provides day-to-day guidance and support to staff to ensure service standards are met. Assists with onboarding and training activities, monitors performance, and delivers coaching and feedback to support skill development. Participates in the interview process and provides input on candidate selection and employee development discussions as appropriate. Maintains oversight of scheduling and ensures staff time is accurately recorded in the timekeeping system. Education and/or Experience Associate’s degree or four years of directly related experience required Minimum three years banking or related contact center experience, including one year in a senior or supervisory role required Strong oral/written communication, interpersonal, analytical, multitasking, internet, and problem-solving skills and excellent telephone etiquette required Knowledge of applicable laws/regulations, contact center policies, practices, protocols, systems and programs, and Microsoft Office products required Job Responsibilities Lead a team of Representatives to help them achieve their established sales, service and performance goals. Coach and performance manage as necessary. Monitor interactions to assess staff performance against established sales, service and performance goals, evaluates results and reviews them with staff. Recommend/provide additional training/coaching as needed. Ensure effective Contact Center coverage and service levels are maintained by monitoring call/chat/email volumes recommending staffing changes, and, as needed, recommending overtime. Answer telephone calls/chats/emails received from members/potential members, ensure they are properly identified and, as appropriate, complete transactions and provide requested information. Cross sell by advising callers of other products and services that are available and will help the member. Perform system maintenance activities, such as (but not limited to) add/remove account restrictions, increase limits, set up/change passwords and user IDs, and unlock users according to established guidelines Work collaboratively with the other leaders in the Contact Center to support all of the team members in the department with questions, concerns, and member-related issues. Ensure that staff follow all required actions necessary to ensure members information is properly collected, verified, and documented to provide the best experience possible for our members. Ensure that issues are appropriately addressed by researching and troubleshooting them. Ensure that staff are informed of and adhere to all company policies, processes and procedures. Represent the Contact Center in various projects to provide insights to the operations and handling of inbound member questions. Perform other duties as needed upon request Benefits of Joining the Teachers Team We provide a competitive compensation and benefits package that includes, but is not limited to: This position is eligible for our annual discretionary bonus program. Some positions within the credit union also qualify for quarterly performance incentives. Paid time off for vacation, personal days, and holidays 401(k) company contribution Teachers pays 100% of Dental & Vision premium Tuition reimbursement is offered to full-time employees Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers The good faith range for this position is $32.05 to $38.42 an hour. This range is an estimate, based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law. All candidates will be subject to a background check, credit check, and drug test to determine employment eligibility. #J-18808-Ljbffr