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, 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.

Associates of Business Administration (preferred)
High School or GED (required)

3+ years of similar or related experience required. (required)
1+ year of supervisory experience, managing others is highly encouraged, but not required. (preferred)
Experience in a call center, contact center, or member service environment (financial services or credit union experience) would be helpful. (preferred)
Excellent communication, conflict resolution, and problem-solving abilities. (required)