Contact Center Supervisor

Contact Center Supervisor Step into the Contact Center Supervisor role where your leadership truly makes an impactguiding, inspiring, and elevating a high-performing team. You'll drive growth through meaningful coaching, clear expectations, and data-backed performance management while staying adaptable in a fast-moving environment. With strong communication skills and a member-first mindset, you'll ensure the operational excellence and service quality our members rely on every day.At Air Academy Credit Union (AACU), our Contact Center team supports our membership by helping them reach their financial goals with friendly, personalized service. As our Contact Center Supervisor, you'll lead this team, support the Contact Center Manager, and help deliver excellent service, strong sales performance, and smooth daily operations. AACU is committed to doing what's right, not what's easy and has been recognized as a Gazette Best Workplace since 2017.Primary ResponsibilitiesPartner with the Contact Center Manager to ensure effective delivery of credit union products and services while meeting monthly and annual production, service, and sales goals.Coach and mentor both new and experienced Contact Center staff, offering guidance, training, and feedback on policies, procedures, services, and sales techniques.Support efficient and accurate Contact Center operations by maintaining smooth workflows and high service standards.Manage phone queues and digital communication channels to ensure timely and consistent member support.Monitor key performance indicators (KPIs), including hold time, abandonment rate, and handle time, to drive performance and service quality.Identify member needs and provide appropriate referrals or product recommendations, including accounts, promotions, loans, and convenience services.Maintain strong product knowledge to support a needs-based referral and consultative selling culture.Job RequirementsHigh school diploma or GED required24 years' experience in sales, call centers, or financial services preferred with 12 years' supervisory or leadership experience preferredStrong communication skills with the ability to coach, motivate, and develop employees.Solid computer proficiency, sound decision-making and problem-solving abilities, strong multitasking skills, and a commitment to quality service and teamwork.Core CompetenciesLeadership - Provides clear direction, models professionalism, and builds trust while holding the team accountable. Leads with consistency, fairness, and confidence.Coaching & Development - Develops employees through effective feedback, call coaching, and 1:1s. Adapts coaching approaches to individual needs and focuses on long-term growth.Performance & Accountability - Uses data and quality standards to manage performance, address gaps, and recognize success. Ensures expectations are clear, documented, and followed through.Adaptability & Change Management - Responds effectively to changing priorities, volume, and processes. Helps the team remain focused, flexible, and resilient during change or pressure.Operational Effectiveness - Understands contact center operations including adherence, coverage, and workflow. Balances service levels, productivity, and development time to support business goals.Communication & Member Focus - Communicates clearly and professionally with agents, peers, and leadership while reinforcing a strong member experience through tone, empathy, and service quality.Work ScheduleFull-time, approximately 40 hours per weekSaturdays required as neededMinimal travel for training or meetingsPay InformationGrade 1100: $25.55 $38.25/hourAir Academy Credit Union (AACU) is an innovative, full-service financial institution committed to its employees providing value-driven products, convenient electronic banking channels, and world-class member service. With over 44,000 and assets of $824 million AACU strives to be a trusted financial partner who helps its members advance their lives, grow financially, and achieve their goals. We are equally proud of the support we provide to our community through a variety of outreach programs.At AACU, we are more than a credit union, we're a community. If you're committed to service, leadership, and helping others thrive, we would love to meet you.AACU is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, gender expression, marital status, familial status, ancestry, national origin, disability, status as a protected veteran or any other status protected by local, state, or federal law. Employment is verified through the United States Homeland Security using E-verify to ensure ability to work legally in the U.S.