Call Center Supervisor

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $54.5k - $94k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Chevron Federal Credit Union

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1935

🏦 Banking

💸 Finance

🤝 Non-profit

Banking • Finance • Non-profit

Chevron Federal Credit Union is a member-owned, nonprofit financial cooperative serving Chevron employees, partners, and eligible communities. It provides consumer-focused banking services including checking and savings accounts, mortgages, auto and personal loans, credit cards, and digital/mobile banking. The credit union emphasizes competitive rates, shared-branch and ATM access, financial guidance, and member-oriented support and relocation services.

📋 Description

• Supervise and monitor daily activities of member support representatives, associates, and specialist agents through the Call Center channel • Lead teams to achieve performance metrics, quality scores, operational soundness, and excellent member experiences • Coach agents on key performance metrics, quality, and member survey scores • Perform deep dives and document findings • Lead outbound Call Center agents who deepen relationships and work opportunities and leads • Provide system overrides, monitor Zoom chat, and respond to agent email requests • Support Outbound Connection Team efforts and coach staff to identify relationship-deepening opportunities • Prepare and lead staff meetings and UKG conversations • Identify coaching, training, and process improvement opportunities by reviewing survey comments, quality monitoring results, and calls • Work with Call Center Operations to implement improvements • Monitor agent availability and call queue performance and adjust coverage • Create and deliver Gallup action plans to engage and motivate staff • Complete performance management documents and keep management and the People Team informed • Ensure systems and applications are functional and report issues to IT or vendors • Communicate Credit Union information and operational changes to staff • Notify the after-hours call center about events, maintenance, and outages • Prepare coaching, performance, and UKG documents and report to the manager • Prioritize, monitor, and redistribute work across Call Center queues to meet deadlines and service-level agreements • Perform opening and closing procedures • Address complaints and report potential issues • Assist the AVP, Call Center Manager, with hiring • Cover supervisor shifts and daily support activities as needed • Complete timesheets, PTO requests, expense reports, invoices, and tracking sheets • Participate in projects affecting Call Center staff or functions • Assume additional responsibility when the Call Center Manager is absent • Perform other duties as assigned

🎯 Requirements

• 2 to 3 years’ related credit union or other financial institution deposit and/or online banking experience as a lead, supervisor, or manager required • Bachelor’s degree preferred • Equivalent combination of education and experience may substitute for stated qualifications • Ability to write and speak effectively in English using correct spelling and grammar • Basic math skills, including computing rates, ratios, and percentages using a 10-key • Proficient in Windows-based applications, including Outlook, Word, and Excel • Moderate keyboard skills at 40 wpm • Excellent customer service skills • Ability to learn quickly and adapt to change • Ability to learn specialized applications and systems quickly • Initiative and self-direction • Ability to communicate and collaborate effectively with people at all levels • Sound problem-solving and decision-making ability, including prioritization • Ability to understand and align with core competencies • Extensive computer use, up to eight hours per day • Appropriate vision, dexterity, and other physical abilities • Ability to occasionally push, pull, or carry objects weighing up to 20 pounds • Must be able to speak and present by telephone and digital communication technologies, including Zoom and Teams • Must be eligible to work in the United States; CFCU participates in E-Verify

🏖️ Benefits

• Bonus/incentives for all regular employees • 401(k) with 8% company contribution • Medical, dental, and vision insurance for employees and dependents paid at 80% • PTO and paid sabbaticals • Tuition reimbursement • Call Center Incentive Plan with quarterly, discretionary, performance-based payments capped at 10% of eligible earnings • Reasonable accommodations for individuals with disabilities