Call Center Team Lead

First Community Credit Union - Houston, TX; Houston (TX); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Medical Insurance

Dental Coverage

Vision Coverage

Disability Coverage

Life Insurance

Paid Time Off

Volunteer Time Off

401(k) Match

Wellness Program

Employee Activity Club

Job summary

First Community Credit Union seeks a Call Center Team Lead on-site at our NW Houston headquarters. You will supervise staff, train and coach employees, and manage workflow while assisting with escalated calls.

You will work with management to meet or exceed department goals and ensure exceptional member service. The role requires 3–5 years in a call center with supervisory experience preferred and rotating Saturdays.

Qualifications

• 3–5 years of call center experience.
• Supervisory experience preferred.
• Rotating Saturdays required.

Responsibilities

• Supervise call center staff and monitor workflow.
• Provide training and coaching to improve performance.
• Handle complex/escalated calls with management support.
• Assist management in meeting department goals.

Skills

Call Center

Staff Supervision

Coaching

Training

Education

High School Diploma or GED

Job description

We are currently seeking a Call Center Team Lead to work on-site at our Corporate Headquarters (NW Houston). The Team Lead will supervise the call center staff and aid members in their financial needs. They will supervise the workflow and performance of the call center staff through training, coaching and performance evaluations and assist the department with complex/escalated calls and work with Call Center management to manage all department activities, including meeting or exceeding established goals. The qualified candidate must have three to five years of Call Center or related experience, supervisory experience is preferred. Rotating Saturdays are required.

Minimum Qualifications

Education

• High School graduate or GED equivalent or equivalent work experience.

Experience

• Minimum of three years of call center or related experience
• Supervisory experience is strongly preferred

Preferred Certifications

• None

Join the First Community Credit Union Team

First Community Credit Union is seeking talented professionals to join our growing team across 14 branch locations and corporate offices serving the Houston, Dallas/Fort Worth, San Antonio, and Austin markets. As a progressive financial institution with more than $3 billion in assets and over 190,000 members, we are committed to delivering exceptional service while investing in the growth and success of our employees.

We offer a comprehensive benefits package designed to support your financial, physical, and personal well-being, including:

• Medical, dental, and vision insurance
• Short-term and long-term disability coverage
• Company-paid life insurance
• Generous paid time off
• Paid volunteer time
• 401(k) plan with an exceptional company match
• Health and Wellness Program
• Employee Activity Club

Founded more than 70 years ago serving employees of Spring Branch Independent School District, First Community has grown into one of Texas' leading credit unions, serving members across 41 counties while remaining committed to our core philosophy of People Helping People. We combine innovative digital banking solutions with personalized service, providing our members access to industry-leading online and mobile banking tools, enhanced security features, and a full range of financial products and services.

At First Community, you'll find opportunities to grow your career, make a meaningful impact in the communities we serve, and work alongside a team that values collaboration, innovation, and member service.

Join us and become part of an organization that's making a difference in the lives of our members every day.