Member Experience Call Center Supervisor

American1cu; Jackson (MI); On-site; USD 55,000 - 67,000; Full time

Job summary

American 1 Credit Union in Jackson, MI is seeking a Contact Center Specialist Supervisor to lead a Call Center team and ensure superior member experiences.

This onsite role focuses on coaching, performance management, lending and product sales coaching, and rapid resolution of member issues.

Salary starts at $61,054.34 per year with benefits beginning on day one, and offers a culture built on engagement, trust, and accountability.

All offers are contingent upon background screens.

Qualifications

• Bachelor’s degree preferred.
• Leadership experience preferred.
• Experience leading a call center team.
• Knowledge of credit union products and policies.

Responsibilities

• Lead and manage the Call Center team to ensure superior member experiences.
• Collaborate with the Call Center Manager to execute short- and long-term goals.
• Monitor sales and service metrics and coach staff for improvement.
• Address member pain points and resolve escalated issues.
• Ensure adequate staffing to meet service level needs.
• Foster an engaging, inclusive culture aligned with core values.

Skills

People Focused

Strong Communication

Achiever

Decision Making

Leadership

Collaborative Thinking

Confidentiality

Education

Bachelor’s degree preferred

Tools

Microsoft Office

Job description

American 1 Credit Union in Jackson, MI is seeking a Contact Center Specialist Supervisor to lead a Call Center team and ensure superior member experiences.

This onsite role focuses on coaching, performance management, lending and product sales coaching, and rapid resolution of member issues.

Salary starts at $61,054.34 per year with benefits beginning on day one, and offers a culture built on engagement, trust, and accountability.

All offers are contingent upon background screens.