Call Center Supervisor

Wings Credit Union • Tempe, AZ

1d

About The Position

The Call Center Supervisor will help build and lead a new overnight Contact Center team as the organization expands to 24/7 operations. The role oversees day-to-day team operations and supports hiring, onboarding, training, team development, and the establishment of effective operating practices for the new overnight group. Supervisors initially work Monday through Friday, 8:00 a.m.–5:00 p.m. during hiring and training, then transition to one of two overnight schedules: Sunday–Tuesday and Friday–Saturday, 10:00 p.m.–6:30 a.m., or Wednesday–Sunday, 9:00 p.m.–5:30 a.m. Scheduled hours will adjust in November and March to accommodate time changes in other regions or states. The position manages both on-site and remote staff and provides coaching and operational oversight to support excellent member service, quality, accuracy, sales, and member satisfaction. It also serves as a second escalation point for complaints and complex matters and helps ensure policies and procedures remain current with compliance and regulatory changes. The Supervisor carries out leadership responsibilities under organizational policies and applicable laws, including interviewing, hiring, training, assigning and directing work, appraising performance, rewarding and disciplining employees, and resolving complaints and problems. The role requires adherence to Wings policies and procedures and regulations related to the Bank Secrecy Act.

Requirements

• At least 3 years of relevant leadership (supervisory or management) experience.
• Proven leadership skills demonstrating integrity, empathy, decisiveness, self-awareness, and a member- and team-focused servant-leader approach.
• Strong coaching and mentorship skills and a desire to help people succeed.
• Analytical and creative problem-solving ability.
• Effective written and verbal communication skills, including composing correspondence and detailed announcements and clearly relaying information.
• Ability to identify and resolve or escalate problems with minimal guidance.
• Strong interpersonal and telephone skills, confidence, and a positive attitude.
• Basic knowledge of the financial industry.
• Strong analytical and analysis skills.
• Ability to work independently and as a team member and effectively with employees at all levels.
• Proficiency navigating computer software, including Microsoft Office applications.
• Excellent organizational skills, including handling multiple concurrent tasks.
• Problem-solving and negotiation skills.
• Ability to plan and prioritize multiple processes effectively with strong attention to detail.
• Good time-management skills to assist members efficiently while maintaining high service levels.
• Ability to work the stated initial weekday training schedule and transition to one of the specified overnight schedules.

Nice To Haves

• Bachelor's degree preferred.
• Previous call center experience preferred.

Responsibilities

• Lead the launch of the overnight Phone Specialist team, supporting hiring, training, team development, and day-to-day operations.
• Support Phone/Chat Specialists in responding to incoming calls, addressing inquiries, resolving issues, and providing member service in accordance with company policies and regulations.
• Coach employees to improve service efficiency, quality assurance, accuracy, sales, and member satisfaction.
• Educate members about Credit Union products and services, cross-sell offerings, and make qualified referrals.
• Build a positive and caring work environment, develop meaningful relationships with team members, and support career advancement.
• Act as the second point of escalation for member complaints and complex matters.
• Monitor daily performance and provide coaching and development, prioritizing member satisfaction.
• Provide situational leadership and coaching on schedule adherence, average handle time, quality assurance, and customer satisfaction.
• Keep informed about compliance and regulatory changes and ensure operating procedures and policies are current.
• Manage on-site and remote staff; schedule and conduct individual and team meetings with direct reports.
• Maintain a positive attitude during stressful situations and develop comprehensive knowledge of services and systems.
• Interview, hire, and train employees; plan, assign, and direct work; appraise performance; reward and discipline employees; and address complaints and resolve problems.
• Adhere to Wings policies, procedures, and regulations pertaining to the Bank Secrecy Act.

Benefits

• Generous 401(k) match
• Discretionary profit sharing
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability
• Health Savings Account with company contribution
• Employee Assistance Program
• Paid vacation, sick leave, floating holidays, and volunteer time off
• Paid holidays
• Tuition reimbursement
• Paid parental leave
• Up to 15% shift differential and 10% weekend differential for the overnight schedules
• 10% annual target bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed