Phone Specialist Supervisor

Phone Specialist Supervisor

This position leads a team in the day-to-day operations of the National Contact Center. As a representative of management, align with the Credit Union's mission, vision, values and strategic goals, ensuring adherence to policies, procedures and regulations while fostering a positive and engaging work environment and member experience.

Shift: Monday - Friday 10:00AM - 7:00PM, with rotating every 4th Saturday 9:00AM - 1:00PM. An additional shift coming soon. Be sure to check back if the above doesn't work for you! Essential Functions include:

• 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 in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and provide training to employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Bank Secrecy Act: Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position:

• Bachelor's Degree preferred
• 3+ years of relevant leadership (supervisory/management) experience required
• Previous call center experience preferred

Technical or Specialized Knowledge/Skills:

• 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.

Additional Information

PAY RANGE: $60-$70k plus 10% annual target bonus. Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, location and internal pay equity. BENEFITS:

• Generous 401(k) match
• 401k 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, Floating Holidays and Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave

We anticipate this position to close on 08/27/2026. Please submit your application at your earliest convenience to be considered. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.