Contact Center Supervisor – Digital Experience

Job overview

The Contact Center Supervisor – Digital Experience role is onsite in Pensacola, FL. Compensation is commensurate with experience; no numeric amount is specified. The supervisor leads the credit union’s Digital Experience team, serving members across digital channels and the call center. The supervisor coaches representatives, resolves escalated member issues, and uses service data to improve performance and processes. The role supports timely, accurate member service while helping the credit union protect members and adapt to new systems and tools.

What you'll do

• Coach and develop representatives
• set service standards across calls, chats, and messages
• handle escalations
• troubleshoot online and mobile banking issues
• track service levels, quality scores, and member feedback
• improve processes
• plan staffing around contact volume
• ensure compliance with BSA, OFAC, and Reg E
• identify fraud red flags
• collaborate with branches, lending, and IT.

What we're looking for

Skills & competencies

contact center supervisor

digital experience

member service

credit union

call center

digital banking

team coaching

pensacola fl

full-time

champions first credit union

Work arrangement

• Weekend coverage required

Benefits & perks

• Training and professional development
• tuition reimbursement
• health, dental, and vision insurance
• 401(k) with up to 4% employer match
• profit sharing
• paid time off and holidays.

Why this role

Leads the Digital Experience team and supports service across digital channels and the call center.

About the employer

Champions First Credit Union is hiring for this role. Industry: Credit Unions. Sector: 52.