Call Center Supervisor

TENCU; Nashville (TN); On-site; USD 71,635,000 - 85,411,000; Full time

Job summary

TENCU's Main Branch in Nashville is seeking a Call Center Supervisor to lead our contact center and deliver outstanding service to members daily.

You will coach a team of service professionals, manage daily operations, and ensure first-contact resolution while handling member inquiries via phone, email, and online messaging. A strong leader with communication skills and a commitment to member success is ideal.

Qualifications

• High school diploma or equivalent.
• Minimum of one year of customer service experience.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a changing environment.
• Basic to intermediate computer proficiency.
• Reliable attendance and commitment to excellent service.

Responsibilities

• Lead, coach, mentor Call Center staff to achieve service and productivity goals.
• Conduct ongoing performance coaching and regular team meetings.
• Assist with workforce scheduling to ensure appropriate staffing levels.
• Develop and promote a positive, collaborative, and service-focused culture.
• Support members by phone, secure email, and online messaging.
• Resolve complex member inquiries and escalated service issues.
• Deliver first-call resolution whenever possible.
• Assist members with account inquiries and maintenance, transfers, loan payments, debit/credit questions, mobile/online banking, and fraud concerns.

Skills

Customer service

Team leadership

Communication skills

Scheduling

Multitasking

Computer proficiency

Education

High school diploma or equivalent

Job description

Call Center Supervisor

Location: Main Branch

Schedule: Full-Time, On-Site Monday - Thursday: 8:00 AM - 5:00 PM Friday: 8:00 AM - 6:00 PM

Compensation: $25.00

Lead a Team. Serve Members. Make an Impact.

Are you a passionate leader who thrives in a fast-paced, member-focused environment? TENCU is looking for a Call Center Supervisor to help lead our Contact Center team, deliver exceptional service, and create positive experiences for our members every day.

In this role, you will coach and motivate a team of service professionals while serving as an expert resource for member needs. If you enjoy developing people, solving problems, and helping members achieve financial success, we'd love to hear from you!

What You'll Do

Leadership & Team Development

• Lead, coach, mentor, and support Call Center staff to achieve service and productivity goals.
• Conduct ongoing performance coaching and regular team meetings.
• Assist with workforce scheduling to ensure appropriate staffing levels.
• Develop and promote a positive, collaborative, and service-focused culture

Member Service Excellence

• Support members by phone, secure email, and online messaging.
• Resolve complex member inquiries and escalated service issues.
• Deliver first-call resolution whenever possible.
• Assist members with:
  • Account inquiries and maintenance
  • Transfers and loan payments
  • Debit and credit card support
  • Mobile and online banking assistance
  • Fraud-related concerns
  • Loan product questions

Operations & Support

• Open and process online account requests.
• Complete daily Remote Deposit Capture activities.
• Support internal employees with operational and member service questions.
• Assist Fraud and Visa teams with merchant fraud alerts and account actions.
• Support Asset Control processes, including CPI postings, refunds, and account transfers.
• Continuously identify opportunities to improve processes and enhance member service.

What We're Looking For

Required Qualifications

• High school diploma or equivalent.
• Minimum of one year of customer service experience.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a changing environment.
• Basic to intermediate computer proficiency.
• Reliable attendance and commitment to excellent service.

Preferred Qualifications

• Previous call center experience.
• Experience working in a credit union, bank, or financial institution.
• Experience leading, coaching, or mentoring team members.
• Bilingual communication skills are a plus.

Physical Requirement

• Ability to sit, stand, and work at a computer for extended periods.
• Ability to lift up to 25 pounds
• Ability to use office equipment for prolonged periods.

Why Join TENCU?

At TENCU, we're more than a financial institution. We're a team dedicated to making a difference in the lives of our members and our communities. We foster a supportive environment where employees are encouraged to grow professionally, collaborate with teammates, and contribute new ideas.

Join our team and help create exceptional member experiences every day!

TENCU is an Equal Opportunity Employer.

*This job opportunity is only open to local candidates in Tennessee*