Member-Centric Contact Center Supervisor

Mass Bay Credit Union; Boston (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

Mass Bay Credit Union seeks a Contact Center Supervisor to manage daily operations, uphold policy compliance, and lead with a strong member service focus. You will coach staff, drive performance, and ensure efficient handling of inquiries across channels.

Responsibilities include recruiting, scheduling, training, and evaluating team members while maintaining high service standards and safeguarding member relationships. Travel to branches may be required.

Qualifications

• Leadership and coaching skills are essential.
• Ability to manage and develop a contact center team.
• Strong focus on delivering exceptional member service.

Responsibilities

• Lead day-to-day operations of the contact center.
• Coach and develop contact center associates.
• Maintain member-centric service and high satisfaction.
• Oversee recruitment, scheduling, and performance evaluations.
• Identify and resolve issues to improve efficiency.

Skills

Leadership

Coaching

Customer service

Communication

Multi-tasking

Problem solving

Education

High School diploma or equivalent

Tools

Contact center software

Job description

Mass Bay Credit Union seeks a Contact Center Supervisor to manage daily operations, uphold policy compliance, and lead with a strong member service focus. You will coach staff, drive performance, and ensure efficient handling of inquiries across channels.

Responsibilities include recruiting, scheduling, training, and evaluating team members while maintaining high service standards and safeguarding member relationships. Travel to branches may be required.