Call Center Supervisor

Location: Tempe, AZ, United States. The role initially follows an 8:00 AM–5:00 PM Monday–Friday training and hiring schedule, then transitions to one of two overnight schedules: Sunday–Tuesday and Friday–Saturday, 10:00 PM–6:30 AM, or Wednesday–Sunday, 9:00 PM–5:30 AM. Scheduled hours 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, 15% shift differential, and 10% weekend differential.

Company

hirify.global and Wings Credit Union merged in January 2026 to expand resources and member service while continuing their focus on financial stability, operational excellence, community impact, and financial well-being.

What you will do

• Lead the launch of a new overnight Phone Specialist team, including hiring, onboarding, training, team development, and daily operations.
• Support Phone and Chat Specialists with member inquiries, issue resolution, service delivery, product education, cross-selling, and qualified referrals.
• Coach employees on schedule adherence, average handle time, quality assurance, accuracy, sales, and member satisfaction.
• Handle escalated complaints and complex matters as the second point of escalation.
• Conduct one-to-one and team meetings, manage performance, and support career development.
• Maintain current procedures and policies in line with compliance requirements, applicable laws, and Bank Secrecy Act regulations.

Requirements

• 3+ years of relevant leadership or supervisory/management experience required.
• Leadership skills demonstrating integrity, empathy, decisiveness, self-awareness, and a servant-leader focus.
• Strong coaching, mentorship, telephone, interpersonal, written, and verbal communication skills.
• Ability to identify, resolve, and escalate problems with minimal guidance while maintaining a positive attitude in stressful situations.
• Basic knowledge of the financial industry and comprehensive knowledge of relevant services and systems.
• Analytical, creative problem-solving, negotiation, organizational, prioritization, and time-management skills.
• Ability to work independently and collaboratively with employees at all levels and manage multiple processes concurrently with attention to detail.
• Proficiency navigating software packages, including Microsoft Office applications.
• Ability to work the required overnight schedules after the initial Monday–Friday training phase.

Nice to have

• Bachelor’s degree preferred.
• Previous call center experience preferred.

Culture & Benefits

• Opportunity to establish a new overnight team and help expand contact center service to 24/7 operations.
• Health, dental, vision, life, short-term disability, and long-term disability insurance.
• 401(k) match, discretionary profit sharing, and a health savings account with company contribution.
• Paid vacation, sick leave, floating holidays, volunteer time off, paid holidays, and paid parental leave.
• Employee assistance program and tuition reimbursement.
• Equal opportunity employer; protected veterans and individuals with disabilities are encouraged to apply.