Bilingual Phone Specialist Supervisor (Contact Center)

Ent Credit Union and Wings Credit Union joined forces in January 2026. This merger means more opportunities, expanded resources, and a shared commitment to delivering exceptional member service. Together, we become more - empowering members, communities, and teams through a bold, unified future. Both organizations bring a strong legacy of member satisfaction, operational excellence, financial stability, and community impact. Recognized locally and nationally as best-in-class financial institutions and employers of choice, each is known for its commitment to financial well-being and philanthropic leadership. Join us during this transformative time and be part of shaping the future of banking! To learn more about the merger, click here.

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.

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.
• 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.
  
  

Qualifications

Minimum Formal Qualifications for this Position:

• Bachelor's Degree preferred
• 3 years of relevant leadership (supervisory/management) experience required
• Previous call center experience preferred
• Bilingual (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.
• 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.
• Ability 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) 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
  
  

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.