On-Site Call Center Supervisor: Lead Member Service

TENCU; Nashville (TN); On-site; USD 71,635,000 - 85,411,000; Full time

Job summary

TENCU's Main Branch in Nashville is seeking a Call Center Supervisor to lead our contact center and deliver outstanding service to members daily.

You will coach a team of service professionals, manage daily operations, and ensure first-contact resolution while handling member inquiries via phone, email, and online messaging. A strong leader with communication skills and a commitment to member success is ideal.

Qualifications

• High school diploma or equivalent.
• Minimum of one year of customer service experience.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a changing environment.
• Basic to intermediate computer proficiency.
• Reliable attendance and commitment to excellent service.

Responsibilities

• Lead, coach, mentor Call Center staff to achieve service and productivity goals.
• Conduct ongoing performance coaching and regular team meetings.
• Assist with workforce scheduling to ensure appropriate staffing levels.
• Develop and promote a positive, collaborative, and service-focused culture.
• Support members by phone, secure email, and online messaging.
• Resolve complex member inquiries and escalated service issues.
• Deliver first-call resolution whenever possible.
• Assist members with account inquiries and maintenance, transfers, loan payments, debit/credit questions, mobile/online banking, and fraud concerns.

Skills

Customer service

Team leadership

Communication skills

Scheduling

Multitasking

Computer proficiency

Education

High school diploma or equivalent

Job description

TENCU's Main Branch in Nashville is seeking a Call Center Supervisor to lead our contact center and deliver outstanding service to members daily.

You will coach a team of service professionals, manage daily operations, and ensure first-contact resolution while handling member inquiries via phone, email, and online messaging. A strong leader with communication skills and a commitment to member success is ideal.