{"id":3651101,"url":"https://alion.io/job/wings-credit-union-call-center-supervisor","title":"Call Center Supervisor","company":{"id":1907712,"name":"Wings Credit Union","domain":"ent.com","url":"https://alion.io/company/ent-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tempe, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60000,"max":70000,"currency":"USD","period":"year","gross":null,"usd_annual":70000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"closed","first_seen_at":"2026-11-02T23:01:34Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-06T18:08:11Z","board_verified":false,"closed_at":"2026-11-06T18:08:11Z","days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"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.\n This position provides an exciting opportunity to help build and lead a new overnight Contact Center team as we expand to 24/7 operations. The Supervisor will oversee day-to-day team operations while playing an important role in hiring, onboarding, training, and establishing the new overnight shift. This role will help create a strong foundation for the team and support a successful transition to expanded around-the-clock service.\nSchedule:\nWe are hiring two Supervisors for the following shifts:\nOption 1: Sunday-Tuesday & Friday-Saturday\n10:00 PM - 6:30 AM\nWednesday & Thursday Off\n15% Shift Differential + 10% Weekend Differential\nOption 2: Wednesday-Sunday\n9:00 PM - 5:30 AM\nMonday & Tuesday Off\n15% Shift Differential + 10% Weekend Differential\n\nSupervisors will initially work 8:00am- 5:00pm Monday-Friday during the hiring and training phase. Once the new overnight team is ready to launch, each Supervisor will transition to one of the overnight schedules above.\nScheduled hours will adjust in November and March to accommodate time changes in other regions/states.\nEssential Functions:\nLead the stand-up of the overnight Phone Specialist team, including supporting hiring, training, team development, and establishing effective day-to-day operations for the new group.\nSupport 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.\nCoach employees to enhance member service efficiency, ensure quality assurance, maintain accuracy, drive sales, and achieve high member satisfaction.\nProactively 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.\nCultivate a positive work environment that encourages team members to excel by developing meaningful relationships.\nAct as the second point of escalation for handling member complaints and complex matters.\nMonitor daily performance and provide coaching and development with member satisfaction as the top priority.\nRegularly provide situational leadership and coaching around schedule adherence, average handle time, quality assurance, and customer satisfaction.\nAbility to build a culture of caring for team members while advocating for career advancement.\nStay updated with compliance and regulatory changes, ensuring operational procedures and policies are current.\nManage a team with both on site and remote working staff.\nEfficiently schedule and conduct 1-1 meetings and team meetings with assigned direct reports with minimal direction.\nMaintain a positive attitude during stressful situations.\nPossess comprehensive knowledge of all services and systems.\nCarries 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.\nBank Secrecy Act: Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.\n Minimum Formal Qualifications for this Position:\nBachelor's Degree preferred\n3+ years of relevant leadership (supervisory/management) experience required\nPrevious call center experience preferred\nTechnical or Specialized Knowledge/Skills:\nProven leadership skills that project integrity, empathy, decisiveness, self-awareness, and customer/team member servant leader focus.\nStrong coaching and mentorship skills with a desire to help people succeed.\nAnalytical and creative approach to problem solving.\nTeam player with a desire to contribute to the overall success of our members and organization.\nEffective written, verbal skills; able to compose correspondence, detailed announcements, and clearly relay information.\nAbility to identify and resolve/escalate problems with minimal guidance.\nStrong personal projection, confidence, positive attitude.\nBasic knowledge of the financial industry.\nStrong telephone and interpersonal skills.\nStrong analytical and analysis skills.\nAble to work independently and as a team member.\nAbility to work effectively with employees at all levels of the credit union.\nProficient in computer navigation using various software packages, including Microsoft Office applications.\nExcellent organizational skills including the ability to handle multiple tasks concurrently.\nGood problem solving and negotiation skills.\nAbility to plan and prioritize multiple processes effectively with strong attention to detail.\nGood time management skills to maximize the number of members that can be assisted while maintaining high service levels.\n PAY RANGE: $60,000 to $70,000 Annually (S14) + 10% annual target bonus.\nFinal 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.\nBENEFITS:\nGenerous 401(k) match\n401k Discretionary Profit Sharing\nHealth Insurance\nDental Insurance\nVision Insurance\nLife Insurance\nShort Term and Long Term Disability\nHealth Savings Account with company contribution\nEmployee Assistance Program\nPaid Vacation, Sick, Floating Holidays and Volunteer Time Off\nPaid Holidays\nTuition Reimbursement\nPaid Parental Leave\nWe anticipate this position to close on 11/03/2026. Please submit your application at your earliest convenience to be considered.\nEqual Opportunity Employer/Protected Veterans/Individuals with Disabilities.","description_format":"text","description_chars":6404,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["401k plan","Dental insurance","Equity","Health insurance","Life insurance","Parental leave","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Credit Unions & Cooperative Banks"],"lifecycle":[{"event":"open","at":"2026-11-03T00:09:58Z"},{"event":"close","at":"2026-11-06T18:08:11Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 2","filings_12m":2,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":122500,"route":null,"cap_exempt":false,"checked_at":"2026-11-12T07:36:15+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":null,"pay":{"stated_usd_annual":70000,"is_top_pay":false},"html_url":"https://alion.io/job/wings-credit-union-call-center-supervisor","json_url":"https://alion.io/job/wings-credit-union-call-center-supervisor.json","meta":{"generated_at":"2026-11-13T07:59:02Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16520,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1907712},"rest":"https://alion.io/mcp/rest/get_company?id=1907712"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwings-credit-union-call-center-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwings-credit-union-call-center-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwings-credit-union-call-center-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wings-credit-union-call-center-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwings-credit-union-call-center-supervisor"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3651101}},{"tool":"search_jobs","arguments":{"company":"ent.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3651101},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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