Contact Center Supervisor

Bilingual Member Contact Center Supervisor, Tyler West Office, Tyler TX


Since 1931, Altra Federal Credit Union has been committed to helping our members live their best lives. As we celebrate our 95th anniversary, we continue to grow and innovate while staying true to our member-first philosophy, strong community focus, and commitment to exceptional service. With team members located across multiple states, Altra combines the personal service of a credit union with forward-thinking technology and operational excellence.

We are seeking a motivated and service-focused Bilingual Member Contact Center Supervisor to lead the daily operations of our Member Contact Center at our Tyler West Office, in Tyler TX . This role is responsible for supervising a team of representatives, ensuring exceptional member service, driving operational performance, and fostering a positive, collaborative work environment. The ideal candidate is a strong coach, an effective communicator, and passionate about delivering outstanding member experience.
Key Responsibilities

• Manage the day-to-day flow in the contact center, including handling calls, live chat, emails, secure messaging, escalated phone calls, staff support, quality assurance monitoring, and scheduling changes, as necessary.
• Communicate job expectations and evaluate staff against those expectations.
• Participate in the hiring process and train new staff while providing ongoing training and development of existing staff.
• Identify efficiencies and process improvements for improved agent and member experience.
• Handle escalated member concerns and resolve complex service issues professionally and efficiently.
• Foster a culture of accountability, teamwork, continuous improvement, and exceptional member service.

Qualifications

• Required to fluently communicate in Spanish and English languages, both verbally and in written form to members and staff.
• High school diploma (or equivalent) required.
• Associate's degree or higher preferred; two years of equivalent experience may be considered.
• 3+ years of similar or related experience required; previous call center experience would be a plus.
• 1+ years of supervisory experience highly encouraged but not required.
• Basic knowledge of Finance, Accounting or a related field would be helpful.

Skills & Abilities

• Self-starter, capable of working with general instructions and minimal supervision.
• Ability to learn and retain knowledge.
• Excellent phone skills, computer/keyboard skills.
• Good math skills.
• Effective oral and written communication skills and excellent organization skills.
• Ability to multi-task utilizing multiple sources of software to make thorough decisions.
• Must be proficient with Microsoft Office products (Word, Excel, Teams, and Outlook).

Availability

• This position is full-time, 40- hours a week, Monday through Friday.
• Member Contact Center operating hours are 7:30 a.m. to 5:30 p.m.
• Supervisors are expected to rotate schedules with other Member Contact Center Supervisors across Altra markets.

Work Environment

• This position is located at Altra's Tyler West office in Tyler, TX.
• The hired candidate will be expected to be full-time in the office to support staff.
• Some travel may be required for training purposes to Wisconsin, where Altra headquarters are located.

Pay & Benefits

• Offering competitive hourly pay, commensurate with experience and qualification.
• Eligible to participate in the monthly incentive plan, with payouts earned based on plan guidelines.
• Employees who are bilingual in Spanish receive a $1.00 per hour pay premium after successfully completing a language exam.
• Comprehensive benefits package that includes medical / dental / vision coverage, group life insurance, and supplemental life insurance options.
• Up to a 6% employer-matched 401(k) + additional 3% employer contribution.
• Two-weeks paid sabbatical every five years worked, plus four-week paid sabbatical at twenty years!
• Paid time off, volunteer time off, paid holidays, and your birthday off (paid)!
• Employee-only perks and discounts.

At Altra Federal Credit Union , you'll be part of a team that values people over profits and puts members at the heart of everything we do. We believe in creating a supportive and collaborative workplace where employees are empowered to grow, develop their careers, and make a real impact on the lives of others. By joining Altra, you'll not only gain the opportunity to build meaningful relationships with members and coworkers, but you'll also be contributing to a mission-driven organization that is dedicated to improving the financial well-being of our members and the communities we serve.
Altra is proud to be a Great Place to Work certified company seven years in a row; 92% of our employees say Altra is a great place to work! At Altra, we invest in each other and work together to make a difference in the communities we serve and to help people live their best lives! We support diversity in the workplace and are an Equal Opportunity Employer.

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