Contact Center Lead — Member Experience & Coaching

Srp-Federal-Credit-Union; North Augusta (SC); On-site; USD 42,000 - 64,000; Full time

Job summary

Srp-Federal-Credit-Union is seeking a motivated Call Center Supervisor to oversee inbound member service and loan calls. You will lead a team, coach agents, and ensure adherence to policies while delivering high-quality member experiences.

The role supports continued staff development, handles escalations, and aligns with training initiatives. Strong leadership and communication are essential for success in a fast-paced environment.

Qualifications

• Associates Degree; 5+ years financial institution or call center experience or equivalent.
• Strong interpersonal and phone etiquette with a professional demeanor.
• Ability to coach, motivate, and develop staff to achieve performance goals.
• Experience monitoring calls and providing feedback to ensure quality and compliance.
• Proficient with core banking software and MS Office tools.

Responsibilities

• Supervise and support call center staff to meet service levels and quality goals.
• Coach and develop agents; provide feedback and performance reviews.
• Monitor calls for accuracy, professionalism, and adherence to policies.
• Handle escalated member issues and collaborate with management.
• Assist with training new hires and continuing professional development.

Skills

Leadership

Coaching

De-escalation

Customer service

Problem solving

Time management

Education

Associates Degree

Tools

UKG

Symitar/Episys

Microsoft Office

Job description

Srp-Federal-Credit-Union is seeking a motivated Call Center Supervisor to oversee inbound member service and loan calls. You will lead a team, coach agents, and ensure adherence to policies while delivering high-quality member experiences.

The role supports continued staff development, handles escalations, and aligns with training initiatives. Strong leadership and communication are essential for success in a fast-paced environment.