Supervisor, Contact Center Support Services-Lynchburg

At Apple Federal Credit Union, we re more than a financial institution; we re a community-focused organization powered by passionate people. With 21 branches across Northern Virginia and a proud legacy of service, we re committed to improving the lives of our members and the communities we serve. We opened a Call Center in 2025 in Lynchburg, VA to help the organization grow and better serve our members. We believe our employees are our greatest asset. That s why we foster a supportive workplace culture that values inclusiveness, innovation and growth. Whether you re just starting out or advancing your career, you ll find opportunities for professional development, mentorship and meaningful impact. Why Work at Apple FCU Recognized as a USA Top Workplace (2025) and Top Workplace by The Washington Post (2025) Collaborative, welcoming environment with forward-thinking leadership Competitive, comprehensive benefits package, including: Medical, dental and vision coverage 401(k) with employer match Paid time off and 11 paid federal holidays Paid volunteer time to give back Tuition reimbursement and ongoing training opportunities Annual TEAM Bonus plan.

Role:

Under general supervision and in alignment with established policies and procedures, the Supervisor of Contact Center Support Services, assists the Manager by directing and monitoring the daily performance of the Contact Center Support Services team. This role ensures delivery of high-quality, efficient, and member-focused service across all communication channels. The Supervisor provides coaching, monitors performance, and supports operational excellence through adherence to service standards, process consistency, and team development. The Supervisor assists in driving improved performance in people, processes, and the execution of goals and daily Contact Center Support Services operations. All duties are performed in accordance with The Apple Way principles: Team Up, Serve with Purpose, Challenge Yourself, and Own It. The Supervisor also provides coverage for the Contact Center Support Services when management is unavailable, including Saturdays, and performs other duties as assigned by the Contact Center Operations leadership team. ​

Essential Functions & Responsibilities:

• Oversee the day-to-day performance of Contact Center Support Services Representatives, ensuring alignment with service standards and team goals.

Provide coaching, guidance, and performance feedback to support individual and team development. Monitor team members for product knowledge, cross-sell abilities, member service quality, and adherence to procedures. Model the highest standards of member service and professionalism. Facilitate training and development activities, which may include side-by-side coaching, delivering feedback, documenting performance, conducting monthly meetings, and reporting performance or issues to the Manager. Foster a collaborative, accountable, and member-focused team culture aligned with The Apple Way principles.

• Interviews, recommends for hire, schedules, assigns work to, counsels, coaches, establishes performance expectations, writes timely performance reviews, and recommends the discipline and/or discharge of subordinate staff members, while maintaining required personnel documentation. Motivates, recognizes, and empowers team members to promote retention, loyalty, and a positive working environment.
• Provide real-time support to Contact Center Support Services Representatives including assisting with calls and resolving member issues on the first contact.

Handle escalated and complex member interactions with professionalism, including irate or high-stakes situations. Maintain subject matter expertise by taking calls during high-volume periods and staying current on Credit Union products, services, and systems. Analyze member needs and recommend appropriate Apple products and services to enhance member satisfaction and engagement.

• Monitors daily Contact Center Support Services operations and work assignments to include but not limited to helpdesk tickets, hotline calls, escalated calls, service events and provides visible floor support for all agents. Works Contact Center Support Services Hotline, documenting issues and bringing to the attention of Contact Center Operations Management Team.
• Adhere to credit union policies, procedures, and regulatory requirements, including the Bank Secrecy Act. Recognize and respond to suspicious activities such as phishing, kiting, and account takeover. Promote a culture of fraud awareness and member protection.
• Provides supervision for Contact Center Support Services when Management is unavailable including supervising on Saturdays.

Perform other duties as assigned by the Contact Center Operations leadership team.

Experience:

Minimum of two (2) years experience in a call center environment required

Education:

Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree

Interpersonal Skills:

Work involves extensive personal contact with others and is often confidential in nature. Motivating, influencing, and/or training others are key at this level. Proven expertise in effectively engaging employees by building trusting relationships and creating a fun working atmosphere based on Apples core values. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. Ability to work as a team member, as well as independently. Ability to perform comfortably in a fast-paced, member centric work environment

Other Skills:

Demonstrated knowledge of member service and loan policies. Previous telephone sales and customer service experience. Efficient in all Microsoft Office 365 systems. Understanding of ACD metrics preferred

Physical Requirements:

The ability to lift 25lbs and utilize standard office equipment including, but not limited to, PC, fax, copier, telephone, etc. Apple Federal Credit Union values, encourages, and implements diversity in the workplace. As an equal opportunity employer, Apple Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law. All selected candidates will be subject to credit and background checks to determine employment eligibility.