What are the responsibilities and job description for the Member Contact Center Supervisor position at Altra Federal Credit Union?
JOB REQUIREMENTS: At Altra Federal Credit Union, we are committed to
delivering exceptional service to our members while creating a positive
and supportive environment for our employees. As a not-for-profit
financial cooperative, our focus is always on people, not profits. Join
a team that values integrity, community, and continuous growth. We are
seeking a dynamic and motivated Member Contact Center Supervisor to lead
a team of Contact Center Specialists in delivering high-quality service
to our members. This is a fully in-office position located at the
Operations Center in Onalaska WI. The ideal candidate has a passion for
Coaching, Strong Problem-solving Skills, And Experience In a Fast-paced
customer service or call center environment. Key Responsibilities Manage
the day-to-day flow in the contact center, including handling calls,
live chat, emails, secure messaging, escalated phone calls, staff
support, quality assurance monitoring, and scheduling changes, as
necessary. Communicate job expectations and evaluate staff against those
expectations. Participate in the hiring process and training new staff
while providing ongoing training and development of existing staff.
Identifying efficiencies and process improvements for improved agent and
Member Experience. Qualifications High School Diploma (or Equivalent)
required. A two-year degree in business or a related field would be
preferred but not required. 3 years of similar or related experience
required. 1 year of supervisory experience, managing others is highly
encouraged, but not required. Experience in a call center, contact
center, or member service environment (financial services or credit
union experience) would be helpful. Excellent communication, conflict
resolution, and problem-solving abilities. Availability This position is
full-time, 40- hours per week, Monday through Friday. Supervisors must
be able to work from 8:30 a.m. to 5:30 p.m. Ability to work full-time
on-site, remote work is not available for this position. Pay and
Benefits Competitive starting pay and participation in a monthly
incentive plan. Opportunities for professional growth and leadership
development. When bilingual in Spanish or Hmong, receive a \$1.00 per
hour pay premium after completing and passing the language exam.
Comprehensive benefits package that includes medical / dental / vision
coverage, group life insurance, and supplemental life insurance options
Up to a 6% Employer-matched 401(k) additional 3% employer contribution
Paid time off, volunteer time off, paid holidays and your birthday off
(paid)! Employee-only perks and discounts At Altra Federal Credit Union,
you\'ll be part of a team that values people over profits and puts
members at the heart of everything we do. We believe in creating a
supportive and collaborative workplace where employees are empowered to
grow, develop their careers, and make a real impact in the lives of
others. By joining Altra, you\'ll not only gain the opportunity to build
meaningful relationships with members and coworkers, but you\'ll also be
contributing to a mission-driven organization that is dedicated to
improving the financial well-being of our members and the communities we
serve. Altra is proud to be a Great Place to Work certified company
seven years in a row; 92% of our employees say Altra is a great place to
work! At Altra, we invest in each other and work together to make a
difference in the communities we serve and to help people live their
best lives! We support diversity in the workplace and are an Equal
Opportunity Employer. \*\*\*\*\* OTHER EXPERIENCE AND QUALIFICATIONS:
High school diploma (or equivalent) required. A two-year degree in
business or a related field would be preferred but not required. 3
years of similar or related experience required. 1 year of supervisory
Experience, Managing Others Is Highly Encouraged, But Not Required.
Experience in a call center, contact enter, or member service
environment (financial services or credit union experience) would be
helpful. Excellent communication, conflict resolution, and
problem-solving abilities. \*\*\*\*\* APPLICATION INSTRUCTIONS: Apply
Online: http://www.altra.jobs
delivering exceptional service to our members while creating a positive
and supportive environment for our employees. As a not-for-profit
financial cooperative, our focus is always on people, not profits. Join
a team that values integrity, community, and continuous growth. We are
seeking a dynamic and motivated Member Contact Center Supervisor to lead
a team of Contact Center Specialists in delivering high-quality service
to our members. This is a fully in-office position located at the
Operations Center in Onalaska WI. The ideal candidate has a passion for
Coaching, Strong Problem-solving Skills, And Experience In a Fast-paced
customer service or call center environment. Key Responsibilities Manage
the day-to-day flow in the contact center, including handling calls,
live chat, emails, secure messaging, escalated phone calls, staff
support, quality assurance monitoring, and scheduling changes, as
necessary. Communicate job expectations and evaluate staff against those
expectations. Participate in the hiring process and training new staff
while providing ongoing training and development of existing staff.
Identifying efficiencies and process improvements for improved agent and
Member Experience. Qualifications High School Diploma (or Equivalent)
required. A two-year degree in business or a related field would be
preferred but not required. 3 years of similar or related experience
required. 1 year of supervisory experience, managing others is highly
encouraged, but not required. Experience in a call center, contact
center, or member service environment (financial services or credit
union experience) would be helpful. Excellent communication, conflict
resolution, and problem-solving abilities. Availability This position is
full-time, 40- hours per week, Monday through Friday. Supervisors must
be able to work from 8:30 a.m. to 5:30 p.m. Ability to work full-time
on-site, remote work is not available for this position. Pay and
Benefits Competitive starting pay and participation in a monthly
incentive plan. Opportunities for professional growth and leadership
development. When bilingual in Spanish or Hmong, receive a \$1.00 per
hour pay premium after completing and passing the language exam.
Comprehensive benefits package that includes medical / dental / vision
coverage, group life insurance, and supplemental life insurance options
Up to a 6% Employer-matched 401(k) additional 3% employer contribution
Paid time off, volunteer time off, paid holidays and your birthday off
(paid)! Employee-only perks and discounts At Altra Federal Credit Union,
you\'ll be part of a team that values people over profits and puts
members at the heart of everything we do. We believe in creating a
supportive and collaborative workplace where employees are empowered to
grow, develop their careers, and make a real impact in the lives of
others. By joining Altra, you\'ll not only gain the opportunity to build
meaningful relationships with members and coworkers, but you\'ll also be
contributing to a mission-driven organization that is dedicated to
improving the financial well-being of our members and the communities we
serve. Altra is proud to be a Great Place to Work certified company
seven years in a row; 92% of our employees say Altra is a great place to
work! At Altra, we invest in each other and work together to make a
difference in the communities we serve and to help people live their
best lives! We support diversity in the workplace and are an Equal
Opportunity Employer. \*\*\*\*\* OTHER EXPERIENCE AND QUALIFICATIONS:
High school diploma (or equivalent) required. A two-year degree in
business or a related field would be preferred but not required. 3
years of similar or related experience required. 1 year of supervisory
Experience, Managing Others Is Highly Encouraged, But Not Required.
Experience in a call center, contact enter, or member service
environment (financial services or credit union experience) would be
helpful. Excellent communication, conflict resolution, and
problem-solving abilities. \*\*\*\*\* APPLICATION INSTRUCTIONS: Apply
Online: http://www.altra.jobs