Call Center Supervisor (Fintech)

Location: Tempe, Arizona, United States. The role includes managing both onsite and remote staff and requires rotating weekend coverage. Supervisors initially work 8:00am–5:00pm during hiring and training, then transition to either 2:00pm–11:30pm or 11:00pm–7:30am; schedules may adjust in November and March for time changes in other regions and states.

Salary: $60,000–$70,000 annually, plus a 10% annual target bonus.

Company

hirify.global and Wings Credit Union joined forces in January 2026 to expand resources and member service capabilities while building a unified financial institution.

What you will do

• Lead the launch of a new overnight Phone Specialist team supporting expanded 24/7 Contact Center operations.
• Support hiring, onboarding, training, team development, scheduling, meetings, and day-to-day operations.
• Coach Phone and Chat Specialists on member service, schedule adherence, average handle time, quality assurance, accuracy, sales, and member satisfaction.
• Support representatives in answering calls, resolving inquiries and complex issues, handling escalations, and delivering service consistent with policies and regulations.
• Educate members about products and services, cross-sell offerings, and make qualified referrals.
• Maintain current procedures and policies, follow applicable laws and Bank Secrecy Act requirements, and perform leadership responsibilities including hiring, performance management, and complaint resolution.

Requirements

• Bachelor’s degree.
• Previous call center experience.
• Proven leadership, integrity, empathy, decisiveness, self-awareness, and a servant-leader focus for customers and team members.
• Strong coaching, mentorship, telephone, interpersonal, written, verbal, analytical, problem-solving, negotiation, organizational, prioritization, and time-management skills.
• Ability to identify, resolve, or escalate problems with minimal guidance and work independently or as part of a team.
• Ability to work effectively with employees at all levels and maintain a positive attitude during stressful situations.
• Basic knowledge of the financial industry and comprehensive knowledge of relevant services and systems.
• Proficiency in computer navigation and Microsoft Office applications.
• Ability to manage multiple concurrent tasks and processes with strong attention to detail.

Nice to have

• 3+ years of relevant leadership, supervisory, or management experience.

Culture & Benefits

• Positive, caring work environment focused on member satisfaction, team development, and career advancement.
• 401(k) match and discretionary profit sharing.
• Health, dental, vision, life, short-term disability, and long-term disability insurance.
• Health Savings Account with company contribution and Employee Assistance Program.
• Paid vacation, sick time, floating holidays, volunteer time off, holidays, and parental leave.
• Tuition reimbursement.