Member Contact Center Supervisor, Operations Center - Onalaska WI

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, d...