Bilingual Phone Specialist Supervisor (Contact Center)

Wings Credit Union•Tempe, AZ

2d•Hybrid

About The Position

The Contact Center Supervisor maintains accountability for the overall performance of the Call Center, in addition to supporting the Credit Union's operational service initiatives. This role is responsible for employee engagement including career development, performance management, and performance improvement. The role involves managing a team with both on-site and remote working staff, conducting 1:1 and team meetings, and maintaining a positive attitude during stressful situations. The supervisor must possess comprehensive knowledge of all services and systems and carry out leadership responsibilities including interviewing, hiring, training, planning, assigning, directing work, appraising performance, rewarding and disciplining employees, and resolving problems. The role also requires adherence to Bank Secrecy Act policies and procedures.

Requirements

3+ years of relevant leadership (supervisory/management) experience required
Proven leadership skills that project integrity, empathy, decisiveness, self-awareness, and customer/team member servant leader focus.
Strong coaching and mentorship skills with a desire to help people succeed.
Analytical and creative approach to problem solving.
Team player with a desire to contribute to the overall success of our members and organization.
Effective written, verbal skills; able to compose correspondence, detailed announcements, and clearly relay information.
Ability to identify and resolve/escalate problems with minimal guidance.
Strong personal projection, confidence, positive attitude.
Basic knowledge of the financial industry.
Strong telephone and interpersonal skills.
Strong analytical and analysis skills.
Able to work independently and as a team member.
Ability to work effectively with employees at all levels of the credit union.
Proficient in computer navigation using various software packages, including Microsoft Office applications.
Excellent organizational skills including the ability to handle multiple tasks concurrently.
Good problem solving and negotiation skills.
Ability to plan and prioritize multiple processes effectively with strong attention to detail.
Good time management skills to maximize the number of members that can be assisted while maintaining high service levels.
Ability to represent the Credit Union and display a professional appearance both in person as well as on the phone.

Nice To Haves

Bachelor's Degree preferred
Previous call center experience preferred
Bilingual (Spanish/English) strongly preferred

Responsibilities

Support Phone/Chat Specialists in answering incoming calls, addressing inquiries, resolving issues, and delivering a best-in-class member experience in line with company policies, and regulations.
Coach employees to enhance member service efficiency, ensure quality assurance, maintain accuracy, drive sales, and achieve high member satisfaction.
Proactively educate members on the features and benefit of the Credit Union's products and services, actively cross-sell and make qualified referrals for additional offerings.
Cultivate a positive work environment that encourages team members to excel by developing meaningful relationships.
Act as the second point of escalation for handling member complaints and complex matters.
Monitor daily performance and provide coaching and development with member satisfaction as the top priority.
Regularly provide situational leadership and coaching around schedule adherence, average handle time, quality assurance, and customer satisfaction.
Ability to build a culture of caring for team members while advocating for career advancement.
Stay updated with compliance and regulatory changes, ensuring operational procedures and policies are current.
Manage a team with both on site and remote working staff.
Efficiently schedule and conduct 1:1 meetings and team meetings with assigned direct reports with minimal direction.
Maintain a positive attitude during stressful situations.
Possess comprehensive knowledge of all services and systems.
Carries out leadership responsibilities including interviewing, hiring, and providing training to employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.