Bilingual Phone Specialist Supervisor (Contact Center)

Job Description

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.

• 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 benefits 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.
• 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.
• Able 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.

Essential Functions

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.

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.

Able 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.

Qualifications

• Minimum Formal Qualifications for this Position: Bachelor's Degree preferred3+ years of relevant leadership (supervisory/management) experience requiredPrevious call center experience preferredBilingual (Spanish/English) strongly 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.
• Able to identify and resolve/escalate problems with minimal guidance.
• Strong personal projection, confidence, positive attitude.
• Broad 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.
• Able 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.
• Able to represent the Credit Union and display a professional appearance both in person as well as on the phone.

Additional Information

PAY RANGE: $70,000-$80,000 annually (S15), 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) match401k Discretionary Profit SharingHealth InsuranceDental InsuranceVision InsuranceLife InsuranceShort Term and Long Term DisabilityHealth Savings Account with company contributionEmployee Assistance ProgramPaid Vacation, Sick, Floating Holidays and Volunteer Time OffPaid HolidaysTuition ReimbursementPaid Parental Leave

We anticipate this position to close on 08/07/2026. Please submit your application at your earliest convenience to be considered.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.