Call Center Supervisor

Wings Credit Union • Tempe, AZ

3d • $60,000 - $70,000

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. During the hiring and training phase, the Supervisor will work Monday through Friday, 8:00 a.m. to 5:00 p.m. Once the team is ready to launch, the Supervisor will transition to one of two overnight schedules: Sunday through Tuesday and Friday through Saturday, 10:00 p.m. to 6:30 a.m., with Wednesday and Thursday off; or Wednesday through Sunday, 9:00 p.m. to 5:30 a.m., with Monday and Tuesday off. Both overnight schedules include 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 oversees day-to-day team operations and helps establish effective operations for the new overnight group. Responsibilities include supporting hiring, onboarding, training, team development, and employee performance; coaching Phone/Chat Specialists; addressing member questions and complex complaints; and maintaining high standards for service, accuracy, quality assurance, and compliance. The role manages both onsite and remote staff, develops a positive team culture, and supports member satisfaction and career advancement.

The position requires at least three years of relevant supervisory or management experience. A bachelor's degree is preferred, as is previous call center experience. Compensation is $60,000 to $70,000 annually, plus a 10% annual target bonus. The posting anticipates closing on November 3, 2026.

Requirements

• At least 3 years of relevant supervisory or management 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 and a desire to help people succeed.
• Analytical and creative problem-solving ability.
• Effective written and verbal communication skills, including the ability to compose correspondence and detailed announcements and clearly relay information.
• Ability to identify, resolve, or escalate problems with minimal guidance.
• Confidence, positive attitude, and strong personal projection.
• Basic knowledge of the financial industry.
• Strong telephone, interpersonal, analytical, and analysis skills.
• Ability to work independently, as part of a team, 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.
• Problem-solving and negotiation skills.
• Ability to plan and prioritize multiple processes with strong attention to detail.
• Time-management skills to maximize the number of members assisted while maintaining high service levels.

Nice To Haves

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

Responsibilities

• Lead the establishment of the overnight Phone Specialist team, supporting hiring, training, team development, and effective day-to-day operations.
• Support Phone/Chat Specialists in answering incoming calls, addressing inquiries, resolving issues, and providing member service consistent 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 concerning schedule adherence, average handle time, quality assurance, and customer satisfaction.
• Support a caring team culture and advocate for employee career advancement.
• Stay current with compliance and regulatory changes and ensure procedures and policies are up to date.
• Manage onsite and remote employees.
• 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, hire, train, plan and assign work, direct employees, appraise performance, reward and discipline employees, address complaints, and resolve problems in accordance with organizational policies and applicable laws.
• Follow Wings policies, procedures, and regulations related to the Bank Secrecy Act.

Benefits

• Generous 401(k) match.
• 401(k) 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.
• 10% annual target bonus.
• 15% shift differential and 10% weekend differential for the overnight schedules.

What This Job Offers

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