Digital Experience Team Lead (Contact Center)

Champions First Credit Union; Cantonment (FL); Sur place; USD 48 000 - 65 000; Plein temps

Avantages offerts par ce poste

Tuition reimbursement

Health, dental, and vision insurance

401(k) with employer match

Profit sharing

Generous paid time off

Résumé du poste

Champions First Credit Union in Pensacola (Nine Mile Rd) is seeking a Contact Center Supervisor to lead our Digital Experience team and deliver outstanding member service across all channels. You will coach representatives, set service standards, and guide performance in a fast-paced call center environment.

Ideal candidates enjoy developing people, resolving member issues, and partnering with branches, IT, and lending to drive continuous improvement.

Qualifications

• Experience leading a team in a member-facing role.
• Strong customer service mindset with problem-solving skills.
• Ability to coach, mentor, and provide regular feedback.

Responsabilités

• 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.

Connaissances

Team leadership

Coaching

Customer service

Communication

Description du poste

Champions First Credit Union in Pensacola (Nine Mile Rd) is seeking a Contact Center Supervisor to lead our Digital Experience team and deliver outstanding member service across all channels. You will coach representatives, set service standards, and guide performance in a fast-paced call center environment.

Ideal candidates enjoy developing people, resolving member issues, and partnering with branches, IT, and lending to drive continuous improvement.