Contact Center Lead & Member Experience Champion

Profed-Federal-Credit-Union; Fort Wayne (IN); Presencial; USD 42.000 - 65.000; Jornada completa

Descripción de la vacante

Profed-Federal-Credit-Union is seeking a hands-on supervisor for its Contact Center operations. The role focuses on supervising, training, and guiding call center and VTM staff, ensuring outstanding member service and efficient issue resolution.

You will handle escalated inquiries, coordinate staffing, monitor VTM performance, manage cash and supply orders, and oversee vendor relationships. Strong leadership, analytics, and adaptability are essential to maintain high member satisfaction.

Formación

• Supervisory experience in call center or member services.
• Strong knowledge of credit union products and operations.
• Ability to analyze financial information and KPI data.
• Excellent communication and problem-solving skills.
• Ability to manage multiple tasks and staff efficiency.

Responsabilidades

• Provide supervision, team training, and guidance to Contact Center staff.
• Monitor and balance VTM machines and manage QSI tickets.
• Prepare and place cash orders and supply orders.
• Coordinate staff scheduling and coverage.
• Ensure smooth contact center operations and relay details to AVP/Contact Center.
• Troubleshoot and assist with escalated member inquiries.
• Maintain reports and KPI analytics.
• Vendor management for the Contact Center.
• Lead or assist with staff meetings and training.
• Assist with member calls and VTM transactions as needed.
• Perform additional duties as assigned.

Conocimientos

Supervisory experience

Customer service leadership

Analytical skills

Vendor management

Communication skills

Herramientas

Call Center software

Descripción del empleo

Profed-Federal-Credit-Union is seeking a hands-on supervisor for its Contact Center operations. The role focuses on supervising, training, and guiding call center and VTM staff, ensuring outstanding member service and efficient issue resolution.

You will handle escalated inquiries, coordinate staffing, monitor VTM performance, manage cash and supply orders, and oversee vendor relationships. Strong leadership, analytics, and adaptability are essential to maintain high member satisfaction.