Contact Center Supervisor - Rochester, NH

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Service Credit Union is seeking a Contact Center Supervisor (CCS) where you will assist in ensuring a high-quality responsiveness of services to members located throughout the world. The CCS supervises Contact Center Representatives in a fast-paced call center environment.

Hours: Full Time, Monday - Friday, 11:30 am to 8:00 pm, Saturday, 9:30 am - 6:00 pm rotating every 3rd weekend.

Pay: $25.60 per hour, flexible based on experience.

Benefits Include:

• Great health and dental benefits starting day one!
• PTO, long-term disability, and paid holidays.
• 401k with 8% company contribution after one year of employment.
• Paid leave policy after 12 consecutive months of employment.
• Free confidential mental health support program with Talkspace
• Free identify theft protection through IdentityForce
• Tuition reimbursement.
• Training and career growth opportunities.

The Day to Day:

• Work with the management team to execute clearly defined goals for the Contact Center Representatives to achieve on a regular basis.
• Initiate proper escalations of member service concerns.
• Consistently develop contact center employees to enhance performance in areas defined by the Credit Union.
• Display understanding of all Service CU products and services.
• As needed, assist all members through the telephone, chat, e-mail, and video channels, regardless of geographic location.
• Perform other job-related duties as assigned.

Experience and Qualifications:

• Aptitude for mathematics is preferred.
• Excellent interpersonal, presentation and organizational skills.
• Ability to communicate clearly and effectively verbally and in writing.
• Proficient with Excel, Microsoft Outlook, Word, Power point, and various web-based applications required.
• Ability to work independently and in a team environment.
• Prior contact center, loan, banking, or financial services experience preferred.
• Excellent verbal and written communication skills.
• Outstanding customer service skills.
• Ability to recognize and resolve member issues promptly, using courtesy and tact.
• High school diploma or equivalent required.

At Service Credit Union we celebrate our employees’ diverse backgrounds, ethnicities, gender identities, spiritual practices, abilities, and all the other traits that make us individuals. We follow the adage of treating others how we want to be treated while striving for understanding. Together, we create a unique credit union capable of serving our members needs with the same respect, empathy, and kindness we give each other.

Equal Opportunity Employer