GFA Federal Credit Union

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  • Sep 19, 2022

Call Center Supervisor

GFA is looking for a highly motivated, friendly individual to oversee our Call Center.

Under the direction & guidance of the VP/Member Experience, this position is responsible for the daily management and initial oversight of GFA's Call Center. As a working supervisor, the right individual will be expected to perform the essential tasks and duties of a traditional Call Center Representative as well as provide leadership to the Call Center team. With a goal of one call resolution, the Call Center Supervisor will model the highest standards of courtesy, professionalism, empathy & problem solving for inbound and outbound calls. As a mentor and manager to the Call Center Representatives, the supervisor will be responsible for training, leading, scheduling, motivating, coaching and development. Additionally, this individual will be expected to stay abreast of industry standards and emerging trends as well as advocating for continuous process improvement, while always adhering to GFA’s corporate mission, visions, values & policies.

Essential Functions and Responsibilities:

  • In conjunction with VP/Member Experience, manage the day to day activities of the Call Center by communicating with members, vendors, and employees as directly received or as appropriately escalated by Call Center team.  
  • Track, measure, and compile data and/or reports as requested. 
  • Stay informed of technological and industry trends and advancements. Make recommendations for improvements to current processes and efficiencies.
  • Address, escalate &/or assist in evaluating and resolving complex situations that cannot be resolved by call center team.   
  • Under the direction of the VP/Member Experience and in partnership with Human Resources, participate in recruitment, onboarding & scheduling, and all aspects of performance management.
  • Responsible for developing and updating departmental policies and procedures in collaboration with VP/Member Experience, Compliance and Audit teams.
  • Demonstrates sound regulatory knowledge; stays current with relevant regulations.
  • May manage a variety of Retail/Call Center projects and may represent Division on CU-wide projects, initiatives and committees as needed.
  • Coordinate all Call Center staffing to ensure optimal coverage including front desk reception staff as required.
  • Other duties as assigned.

Additional Responsibilities:

  • Models and promotes the behaviors of the Credit Union’s core values, actively works to enhance the member and employee experience throughout the Credit Union.
  • Participates in the Credit Union’s Community/Civic Engagement Program which requires participation in one community event each calendar year.
  • Act as a role model for staff by completing tasks in a timely and accurate manner. Demonstrates a commitment to learning by cross training on other functions as required.
  • Participates, completes and attends mandatory training and/or online assignment for regulatory compliance.

Knowledge and Skills:

  • Bachelor’s Degree or equivalent related job experience
  • 2+ years in a call center environment required
  • 2+ years in a management role preferred. (Call Center management highly desirable)
  • Adept situational leader capable of providing support, feedback and/or coaching in the moment
  • Strong knowledge of Financial Institution core banking systems (COCC highly desirable)
  • Demonstrated leadership skills and decision-making skills
  • Respectful and protective of confidential and sensitive information
  • Microsoft Office Suite
  • Strong written and verbal communication skills
  • High level of confidentiality and accuracy
  • Strong organization skills and the ability to multi-task
  • Ability to work in a team environment
  • Strong customer service skills
  • Flexibility and the ability to adapt to change

Physical Requirements:

  • General Office Environment
  • Ability to sit and/or stand for long periods of time

When submitting application please include your salary requirements. Applications without the requested information will not be consideredNo phone calls please.

GFA offers competitive wages and an excellent benefits package which includes: medical, dental, vision, STD, LTD, Life, 401K with match and more. For more information visit our website at

GFA is an equal opportunity employer

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229 Parker St, Gardner, Massachusetts 01440 US