CALL CENTER SUPERVISOR

Vermont Federal Credit Union; Burlington, Northern (VT, KY); Hybrid; USD 66,000 - 100,000; Full time

Job summary

Vermont Federal Credit Union is seeking a Call Center Supervisor in South Burlington, VT. The role oversees call queues, staffing plans, coaching, and cross-sales initiatives, ensuring service quality and operational efficiency.

The position requires 5–8 years of call center experience and a two-year degree or equivalent certification, with strong communication skills and facilities management across multiple platforms. Competitive benefits accompany this role.

Qualifications

• Five to eight years of related call center experience.
• Two-year degree or equivalent certification/training.
• Strong communication and organizational skills.
• Ability to navigate multiple web-based platforms and perform 10-key calculations.

Responsibilities

• Manage call queues and staffing levels daily to meet demand.
• Lead the call center team with motivation and development; conduct coaching and reviews.
• Manage cross-sales and referral programs; coach on sales techniques.
• Monitor KPIs; perform QA audits and report findings weekly/monthly.
• Handle escalations and coordinate with cross-functional teams.

Skills

Customer service

Team leadership

Performance coaching

Quality assurance

Communication skills

Education

Two-year college degree

Specialized certification or licensing

Vendor training programs

Apprenticeship program

Job description

Vermont Federal Credit Union values each individual and their unique abilities and strengths to help form the foundation of Vermont Federal’s culture. Our employees are at the core of Vermont Federal and we strive to make that a priority every day. As an organization, our stated Purpose is to help Vermonters prosper, no matter where they may be on life’s journey. Every employee at Vermont Federal Credit Union contributes in their own way to achieve this goal and is set up for success in a fun, supportive, and collaborative environment. We are looking for friendly, self-motivated individuals who enjoy helping people, have strong communication skills, are detail-oriented, and enjoy working as part of a team. If you are interested in a career in the financial service industry and want to make a difference in your community, we want you to be part of our team. Please visit our website for full details of our very competitive benefits program.

Call Center Supervisor – South Burlington, VT:

Annual Range: $65,795.12-$100,192.68

Job Description:

• Manage call queues and adjust staffing levels daily to meet demand. Update regular schedules and shift plans to ensure optimal coverage and forecast monthly staffing needs to initiate hiring processes as necessary. Monitor adherence and break compliance.
• Lead the call center team with a focus on motivation and development. Conduct team meetings to keep everyone aligned. Provide real-time support and guidance to representatives, ensuring any issues are promptly addressed. Conduct regular coaching sessions and performance reviews to help representatives improve their skills.
• Manage cross sales and referral programs. Mentor and coach staff on sales techniques to ensure goals are met or exceeded. Provide ongoing guidance and training to representatives on products and services.
• Monitor daily key performance indicators. Conduct spot checks and full quality assurance audits to ensure adherence to standards. Identify areas for improvement and compile comprehensive weekly and monthly reports to present to management.
• Handle escalations and follow up on resolutions. Respond to internal communications promptly and coordinate with cross-functional teams to address any issues that may arise. Review customer feedback and share insights for improvement.

Requirements:

• Five years to eight years of similar or related experience.
• (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
• Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
• Must have good communication and organization skills. Skilled in navigating and utilizing a variety of web-based platforms to support daily operations and collaboration. 10-key calculator and keyboard skills.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Vermont Federal Credit Union we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.