Member Contact Center Supervisor, Operations Center - Onalaska WI presso Altra Federal Credit Union

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, develop their careers, and make a real impact in the lives of others. By joining Altra, you’ll not only gain the opportunity to build meaningful relationships with members and coworkers, but you’ll also be contributing to a mission-driven organization that is dedicated to improving the financial well-being of our members and the communities we serve.

Altra is proud to be a Great Place to Work® certified company seven years in a row; 92% of our employees say Altra is a great place to work! At Altra, we invest in each other and work together to make a difference in the communities we serve and to help people live their best lives! We support diversity in the workplace and are an Equal Opportunity Employer.