Phone Specialist Supervisor

Wings Credit Union is searching for a Phone Specialist Supervisor to lead a team in the day-to-day operations of the National Contact Center.  As a representative of the management team, the Supervisor is aligned 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 Available: Monday-Friday 10:30am-7:00pm and every 4th Saturday from 8:45am-1:15pm

ESSENTIAL FUNCTIONS:

• Support Phone/Chat Specialists in answering incoming calls, addressing inquiries, resolving issues, and delivering a best-in-class member experience.
• 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.

LEADERSHIP RESPONSIBILITIES:  Create a highly engaged team by creating a culture of inclusion and innovative member service where employees can perform at their highest level. 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.

EDUCATION and EXPERIENCE:

• Bachelor’s degree preferred.
• 3 years of relevant leadership (supervisory/management) experience.
• Experience in credit union or banking preferred.
• 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.
• Possess both an 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 communication, and facilitation skills. Able to compose correspondence, detailed announcements, and clearly relay information to internal employees.
• Ability to identify and resolve/escalate problems with minimal guidance.
• Ability to work effectively with employees at all levels of the credit union.
• Working knowledge of computer software (i.e. MS Windows, MS Office). Proficient computer navigation skills using a variety of software packages including Microsoft Office applications.
• Good time management skills to maximize the number of members that can be assisted while maintaining a high level of customer service.
• Ability to represent the Credit Union and display a professional appearance both in person as well as on the phone.
• Bondable

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay Range: $57,000-$72,000 plus 10% annual bonus.  The estimated hiring range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, qualifications and other job-related reasons.

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 

Salary : $57,000 - $72,000