Call Center Supervisor

Wings Credit Union•Tempe, AZ

About The Position

This position will help build and lead a new overnight Contact Center team as the organization expands to 24/7 operations. The Supervisor oversees day-to-day team operations and supports hiring, onboarding, training, and team development while establishing the new overnight shift. Supervisors initially work 8:00 a.m.–5:00 p.m. Monday–Friday 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. Each schedule includes a 15% shift differential and a 10% weekend differential. Scheduled hours will adjust in November and March to accommodate time changes in other regions and states. The Supervisor leads and coaches Phone/Chat Specialists to deliver a strong member experience, resolve inquiries and issues, maintain quality and accuracy, support sales and qualified referrals, and meet performance goals. The role handles escalated member complaints and complex matters, monitors performance, maintains current knowledge of compliance requirements, and manages both onsite and remote staff. Leadership responsibilities include interviewing and hiring employees, training, assigning and directing work, appraising performance, rewarding and disciplining employees, and resolving complaints and problems. The Supervisor must follow applicable organizational policies, laws, and Bank Secrecy Act procedures and regulations.

Requirements

At least 3 years of relevant supervisory or management leadership experience.
Proven leadership skills demonstrating integrity, empathy, decisiveness, self-awareness, and a customer- and team-member-focused servant-leader approach.
Strong coaching and mentorship skills.
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, resolve, or escalate problems with minimal guidance.
Strong telephone and interpersonal skills.
Strong analytical and analysis skills.
Ability to work independently and as a team member and effectively with employees at all levels of the credit union.
Proficiency navigating computer software, including Microsoft Office applications.
Excellent organizational skills and ability to handle multiple tasks concurrently.
Good problem-solving and negotiation skills.
Ability to plan and prioritize multiple processes with strong attention to detail.
Good time-management skills to maximize the number of members assisted while maintaining high service levels.
Ability to comply with applicable policies, laws, and Bank Secrecy Act procedures and regulations.

Nice To Haves

Bachelor's degree preferred.
Previous call center experience preferred.
Basic knowledge of the financial industry.

Responsibilities

Lead the stand-up of the overnight Phone Specialist team, including supporting hiring, training, team development, and establishing effective day-to-day operations.
Support Phone/Chat Specialists in answering incoming calls, addressing inquiries, resolving issues, and delivering member service in line 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.
Cultivate a positive work environment and develop meaningful relationships with team members.
Serve 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.
Support team members' career advancement and foster a culture of caring.
Stay current with compliance and regulatory changes and ensure operating procedures and policies are current.
Manage onsite and remote staff.
Schedule and conduct one-on-one and team meetings with direct reports.
Maintain a positive attitude during stressful situations and develop comprehensive knowledge of services and systems.
Interview and hire employees; provide training; plan, assign, and direct work; appraise performance; reward and discipline employees; and address complaints and resolve problems.
Follow Wings policies, procedures, and regulations pertaining to the Bank Secrecy Act.