Call Center Supervisor: Lead, Coach & Optimize Performance

Vermont Federal Credit Union; Burlington, Northern (VT, KY); On-site; 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 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.