Member-Centric Call Center Leader

massbaycu; Boston (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Mass Bay Credit Union is seeking a Contact Center Supervisor to oversee day-to-day contact center operations, ensuring adherence to policies and delivering exceptional member service. You will lead, coach, and develop the contact center team, manage performance, and partner with branch administration to recruit, schedule, and evaluate staff while maintaining strong member relationships.

This role requires strong communication, multitasking, and the ability to drive improvements and safeguard

Qualifications

• Must have leadership and employee development experience.
• Coaching and performance management experience required.
• Strong written and verbal communication skills essential.

Responsibilities

• Lead and develop the Contact Center Representatives and team.
• Conduct ongoing coaching sessions and performance assessments.
• Partner with branch administration on recruiting, scheduling, and supervision.

Skills

Leadership

Coaching

Communication

Multi-tasking

Problem solving

Teamwork

Supervision

Customer service

Education

High School diploma or equivalent

Job description

Mass Bay Credit Union is seeking a Contact Center Supervisor to oversee day-to-day contact center operations, ensuring adherence to policies and delivering exceptional member service. You will lead, coach, and develop the contact center team, manage performance, and partner with branch administration to recruit, schedule, and evaluate staff while maintaining strong member relationships.

This role requires strong communication, multitasking, and the ability to drive improvements and safeguard