Supervisor, Customer Service – Money Network Call Center, Second Shift

Job Description:

• Coach, develop, and lead your team through performance feedback, training, and professional growth opportunities—helping each associate bring their best to the job every day.
• Review performance trends through quality checks and reporting, identifying what’s working and where improvements can be made.
• Manage workflow and service levels, ensuring daily operations run smoothly and escalated customer concerns are resolved effectively and professionally.
• Oversee timekeeping and payroll accuracy for your team, ensuring timely and compliant submission.
• Lead through change, helping your team stay focused and supported as new processes and initiatives roll out.
• Take on additional responsibilities as needed in a dynamic environment where every day brings new opportunities to learn.

Requirements:

• High school diploma or equivalent required.
• 1+ year of supervisory experience in a call center, customer service, or operations environment.
• Prior experience in a high‑volume, fast‑paced environment.
• Experience interpreting data, reporting and using insights to drive performance.
• Familiarity with call center tools and applications such as CRM tools, ticketing systems, QA platforms, and workforce management tools.
• Prior monitoring of call center metrics, scorecards, and service level objectives.
• Proficiency with Windows, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), and web‑based applications.
• Prior leadership, including coaching, team development, and performance management experience.
• Ability to analyze data, identify trends, and translate insights into actionable improvements.
• Experience supporting high‑volume customer service or operations environments.
• Associate’s degree or Bachelor’s degree — or an equivalent blend of education, experience, and/or military background.

Benefits:

• Fuel Your Life program to support your physical, financial, social, and emotional well-being.
• Paid holidays and generous time away policies.
• No-cost mental health support through Employee Assistance Programs.
• Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
• Eight Employee Resource Groups to foster a collaborative culture and expand your network.
• Unparalleled professional growth with training, development, and internal mobility opportunities.
• Medical, dental, vision, life, and disability insurance options available from day one.
• Retirement planning and discounted shares with the Employee Stock Purchase Plan.
• Tuition assistance and reimbursement program.
• Paid parental, caregiver, and military leave.