What are the responsibilities and job description for the Phone Specialist Supervisor position at Wings Financial?
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.
We have 2 shifts available :
Monday-Friday from 10 : 30am-7pm and one Saturday shift every 4 weeks from 8 : 45am-1 : 15pm
Monday-Friday from 8 : 30am-5pm and one Saturday shift every 4 weeks 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 :
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Pay Range : $27-$34.50 / hr plus incentives and 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 :
Salary : $27 - $35
