Contact Center Supervisor

Contact Center Supervisor — Member Contact Center Department; Home Office Branch

Banking • Full-Time • Member Contact Center

Scott Credit Union is hiring a Contact Center Supervisor in Edwardsville, IL to help provide exceptional service and strengthen our connection with members. If you’re passionate about helping others, skilled at problem-solving, and thrive in a fast paced, team-oriented environment – we’d be excited to welcome you to our award-winning team.

Schedule: Full-time | Monday–Saturday

Work Location Status: Fully on-site for the first 90 days at the Edwardsville, IL Headquarters. After successful completion of probationary period, the position may be eligible for hybrid or remote work.

*Employees in hybrid or remote roles may be required to return on-site periodically for meetings, events, or other work-related needs as determined by their manager.

About the Role

The Contact Center Supervisor is responsible for supervising the Contact Center toward providing an exceptional member experience, researching new ways to provide operational efficiency and exceeding goals as assigned. Continuously displays a strong desire to succeed, interacts professionally with senior management, department managers, and other employees within the credit union. Coaches and develops staff in accordance with the Credit Union philosophy and vision.

Why Join Scott Credit Union?

Scott Credit Union has been designated a Top Workplace by the St. Louis Post-Dispatch and USA Today for our people-first culture and strong employee engagement. We invest in our diverse team with competitive benefits, meaningful work, and clear paths for growth.

Benefits include:

• 10 paid holidays and competitive PTO
• 401(k) with employer match
• Medical, dental, vision, and life insurance
• Short-Term Disability, including maternity leave
• Tuition reimbursement program
• “Dress for your day” policy
• Career advancement opportunities
• Supportive, team-oriented culture

What You’ll Do

• Supervises the employees in the Contact Center team. Is responsible for the overall direction, coordination, and evaluation of these units.
• Responsible for the delivery of excellent member experience and engagement, both internally and externally. Create a best-in-class experience for members and employees through every interaction.
• Directs staff in the policies and procedures. Oversees the performance of the Contact Center, including but not limited to member satisfaction, employee call time and availability time and training and development of team members.
• Monitor trends on all interaction channels and leverage technology to implement effective processes, manage staff resources, and execute process adjustments based on workload and analysis of statistical data.
• Define and manage key departmental metrics and performance indicators and measure and report on them on a regular basis. Use data analytics to drive business and operational decisions.
• Must be able to manage conflict: take initiative to deescalate situations and resolve conflict with a professional, member-centric mindset.
• Studies and standardizes procedures to improve efficiency.
• Makes necessary adjustment to correct errors and complaints. Research and solve complex member questions, problems and/or complaints concerning credit union accounts, systems, or account verifications for Contact Center representatives.

What You Bring

• High School Diploma or equivalent and six years of diversified experience working in a financial institution
• Or
• Associate’s Degree and four years of diversified experience working in a financial institution Or
• Bachelor’s Degree and two years of diversified experience working in a financial institution.
• And
• Minimum of two years prior management experience.
• Minimum two years of experience in a customer service role.
• Minimum one year of call center working experience.
• Personal Computer experience to include Microsoft Office products.