Call Center Supervisor

This position provides an exciting opportunity to help build and lead a new overnight Contact Center team as we expand to 24/7 operations. The Supervisor will oversee day-to-day team operations while playing an important role in hiring, onboarding, training, and establishing the new overnight shift. This role will help create a strong foundation for the team and support a successful transition to expanded around-the-clock service.
Schedule:
We are hiring two Supervisors for the following shifts:
2:00pm -11:30pm and rotating weekend coverage
11:00pm - 7:30am and rotating weekend coverage
Supervisors will initially work 8:00am– 5:00pm during the hiring and training phase. Once the new overnight team is ready to launch, each Supervisor will transition to one of the overnight schedules above.
Scheduled hours will adjust in November and March to accommodate time changes in other regions/states.
Essential Functions:
Lead the stand-up of the overnight Phone Specialist team, including supporting hiring, training, team development, and establishing effective day-to-day operations for the new group.
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.
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.

Skills
Excel, Negotiation, Onboarding

Employment type
Full-time

Work arrangement
No