Call Center Supervisor

Job overview

The Call Center Supervisor role is onsite in Boston, MA. Pay is $31.96–$39.07 per hour. The supervisor oversees Mass Bay Credit Union’s contact center and its member-service operations. The role develops and coaches contact center associates, manages daily operations, and monitors service and growth goals. It supports efficient, compliant member interactions across calls, electronic messages, ITMs, and online membership applications.

What you'll do

• Coach and develop associates
• support recruiting, hiring, scheduling, supervision, and performance evaluation
• resolve member complaints and questions
• ensure associates respond to inquiries efficiently
• manage electronic-message response expectations
• evaluate staffing and operating methods
• recommend and implement approved improvements
• provide transaction overrides and guidance
• oversee inbound and outbound calls, ITMs, and online applications
• prepare productivity and performance reports and analyze trends.

What we're looking for

Skills & competencies

call center supervisor

contact center

credit union

member service

team coaching

employee development

call operations

boston ma

mass bay credit union

$31.96–$39.07/hr

branch travel may be required

Work arrangement

• Weekend coverage required

Why this role

The posting identifies contact center representatives as direct reports and notes that travel to other branch locations may be required. Related experience and supervisory or management experience are preferred.

About the employer

Mass Bay Credit Union is hiring for this role. Industry: Credit Unions. Sector: 52.