Remote Call Center Leader for Member Experience

Mountain America Credit Union; Idaho Falls (ID); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Mountain America Credit Union is seeking a Call Center Supervisor to oversee inbound and outbound operations, coaching agents to enhance sales and service quality. The role requires ensuring high member satisfaction while managing performance, coaching staff, and maintaining compliance across channels including phone, chat, and email.

The position supports a remote footprint with a Monday–Friday schedule and rotating weekend hours.

Qualifications

• Three years of related experience in a call center or similar environment.
• Two-year degree or equivalent business/trade school program completed.

Responsibilities

• Coaches and trains call center agents on sales and servicing techniques.
• Educates members about products and services.
• Supervises staff, including coaching, performance appraisals and development.
• Assists agents with problem accounts/escalations and drive continuous improvement.
• Monitors calls and key metrics to ensure quality and compliance.
• Manages multiple member contact channels (phone, chat, email, mail, apps).
• Performs audits to meet external regulations and internal procedures.

Skills

Call center supervision

Coaching training

Customer service

Sales & servicing

Education

Two-year college degree

Tools

Symitar

Microsoft Excel

Microsoft Word

Outlook

Job description

Mountain America Credit Union is seeking a Call Center Supervisor to oversee inbound and outbound operations, coaching agents to enhance sales and service quality. The role requires ensuring high member satisfaction while managing performance, coaching staff, and maintaining compliance across channels including phone, chat, and email.

The position supports a remote footprint with a Monday–Friday schedule and rotating weekend hours.