The Contact Center Supervisor maintains accountability for the overall performance of the Call Center, in addition to supporting the Credit Union's operational service initiatives. This role is responsible for employee engagement including career development, performance management, and performance improvement. Shift:  Monday - Friday, 8:00 AM to 5:00 PM. Beginning November 1, hours will shift to 9:00 AM to 6:00 PM due to daylight saving time changes. This role also includes a rotating Saturday schedule every 4th Saturday, from 7:00 AM to 11:00 AM; 8:00 AM to 12:00 PM starting November 1). Schedule subject to change with business needs. Essential FunctionsSupport 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 including interviewing, hiring, and providing 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.
