Phone Specialist Supervisor

Location: 14985 Glazier Ave, Apple Valley, Minnesota, United States

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

Company

hirify.global and Wings Credit Union merged in January 2026 to expand resources and deliver member-focused banking services.

What you will do

• Lead the day-to-day operations of the National Contact Center and support Phone and Chat Specialists.
• Coach employees on member service efficiency, quality assurance, accuracy, sales, and satisfaction.
• Handle escalated complaints and complex member issues as the second point of escalation.
• Educate members about products and services, make qualified referrals, and support cross-selling.
• Monitor schedule adherence, average handle time, quality assurance, and customer satisfaction metrics.
• Interview, hire, train, assign work, evaluate performance, and address employee concerns in accordance with policies and applicable laws.

Requirements

• Bachelor's degree.
• Previous call center experience required.
• Three or more years of relevant supervisory or management experience preferred.
• Strong leadership, coaching, mentoring, communication, interpersonal, problem-solving, organizational, and time-management skills.
• Basic knowledge of the financial industry and proficiency with Microsoft Office and other software applications.
• Ability to manage both onsite and remote staff, work independently, and maintain service quality during stressful situations.

Culture & Benefits

• Generous 401(k) match and discretionary profit-sharing contribution.
• 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 leave, floating holidays, volunteer time off, and parental leave.
• Tuition reimbursement and paid holidays.
• Two available schedules include weekday shifts with a rotating Saturday every fourth week.