Contact Center Supervisor

Champions First; Pensacola, Northern (FL, KY); Vor Ort; USD 42.000 - 56.000; Vollzeit

Benefits dieser Stelle

Health insurance

Dental insurance

Vision insurance

401(k) match

Profit sharing

Generous PTO

Zusammenfassung

Champions First Credit Union is seeking a Contact Center Supervisor in Pensacola to lead the Digital Experience team and ensure exceptional member service across digital channels and calls.

You will coach team members, handle escalations, troubleshoot digital banking issues, and partner with branches, lending, and IT to improve processes. The role emphasizes compliance with BSA, OFAC, and Reg E, while fostering growth and excellent customer service.

Qualifikationen

• High school diploma required with two years of advanced member service knowledge
• At least one year of direct supervisory experience
• Strong knowledge of credit union products and services
• Ability to lead by example and enforce policies consistently
• Excellent interpersonal and written communication skills
• Comfortable working with numbers and basic math

Aufgaben

• Lead a team of Digital Experience representatives delivering member service across digital channels and calls
• Coach and develop team through regular one-on-ones, feedback, and clear goals
• Maintain high standards for friendly, accurate, first-time-right service
• Handle escalations and resolve member issues fairly
• Troubleshoot digital banking issues and promote self-service tools
• Track service levels, quality scores, and member feedback to drive improvements
• Plan schedules to ensure adequate coverage during peak times
• Ensure compliance with BSA, OFAC, and Reg E, and identify fraud indicators
• Collaborate with branches, lending, and IT to solve problems
• Lead change as new systems and tools are adopted

Kenntnisse

Supervisory experience

Credit union knowledge

Team coaching

Customer service

Policy adherence

Ausbildung

High school diploma

Tools

CRM software

Jobbeschreibung

Bring Your Champion Mindset. Make an Impact.

Join Champions First Credit Union as a Contact Center Supervisor

Pay Range: Compensation commensurate with experience | Schedule: Full-Time (M-F) | Location: Pensacola/ Nine MileRd

At Champions First Credit Union, being a champion is more than a name, it's how we show up for our members, our communities, and each other. We're growing across North Florida, and we’re looking for a friendly, knowledgeable Member Service Specialist to help us keep that promise.

If you enjoy leading a team, coaching people to do their best work, and solve member issues, and you want to build a career, not just take a job, this is your opportunity.

What’s in It for You?

We take care of our team the way we ask our team to take care of our members:

• Ongoing training and professional development opportunities
• Comprehensive benefits package for full-time employees, including health, dental, and vision insurance
• 401(k) Retirement Plan, up to 4% employer match
• Profit sharing program
• Generous paid time off - vacation, sick, and personal time, federal holidays, your birthday, and your work anniversary

What You’ll Be Doing

As the leader of our Digital Experience team, you’ll guide a team of representatives in delivering outstanding member service across every digital channel and the call center. Your role will:

• Coach and develop your team. Build confident, high-performing representatives through regular one-on-ones, real-time feedback, and clear goals.
• Set the standard for member service. Ensure friendly, accurate, first-time-right service on every call, chat, and message.
• Handle escalations. Take on the toughest member issues and complaints, de-escalate them, and resolve them fairly.
• Support digital banking. Troubleshoot online and mobile banking issues and help members get comfortable with self-service tools.
• Lead with data. Track service levels, quality scores, and member feedback, and turn the results into action.
• Improve how work gets done. Spot bottlenecks and repeat issues and build simpler, faster processes.
• Staff for demand. Plan schedules around contact volume so members get timely service during peak times.
• Protect members and the credit union. Keep the team compliant with BSA, OFAC, and Reg E, and catch fraud red flags early.
• Communicate and collaborate. Keep your team informed through change and partner with branches, lending, and IT to solve problems.
• Champion change. Help your team adopt new systems, tools, and ways of working as the credit union grows.

Position Requirements

What You Bring to the Table

You’re a motivating, experienced leader who is knowledgeable about credit union service and leads by example.

• High school diploma plus two years of advanced knowledge and experience in member service at a credit union or financial institution
• At least one year of direct supervisory experience
• Extensive knowledge of credit union products and services
• Ability to lead by example and apply policies and procedures consistently across your team
• Professional, well-developed interpersonal skills and a positive, welcoming presence
• Advanced written communication skills; complete sentences, proper grammar, and error-free emails and letters
• Intermediate math skills, comfortable working with percentages, decimals, and fractions
• Comfortable sitting at a desk and working on a computer for long periods, and able to lift up to 15 pounds at times

Note: This list is not exhaustive.

Full-Time/Part-Time Full-Time

Salary Range (commensurate with experience) Compensation commensurate with experience

Benefits Offerings Health/Dental/Vision, 401(k) With Up to 4% Match, Profit Sharing, Generous PTO Including Holidays, Your Birthday, and Work Anniversary, Plus Ongoing Training and Development.

About the Organization We are a rapidly growing $545 million Credit Union spanning across the entire northern region of Florida, headquartered in the State Capital of Tallahassee. We are committed to building strong communities where our employees and members live and work. We contribute to various charities, support local events, and give back to Florida State University through donations and scholarships. Employee engagement is important to us, providing many opportunities to attend training, improve professional development, and promote career advancement within the organization. We have a professional, encouraging, and supportive culture that values our employees and strives to create a work-life balance with a tremendous benefits package to include a variety of insurance products for the employee and dependents, and a generous paid time off structure to include sick, vacation, personal, birthday, work anniversary, and federal holidays.

EOE Statement Champions First Credit Union is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

This position is currently accepting applications.