Bank Contact Center Leader

ADP, Inc.; McAllen (TX); On-site; USD 70,000 - 95,000; Full time

Job summary

Rio Bank in McAllen, TX, is seeking a Contact Center Manager to oversee daily operations, coach staff, and drive service excellence. You will lead Customer Service across functional areas, ensure performance against KPIs, and promote a culture of accountability and continuous improvement.

The role requires strategic staffing, training, and process development, plus hands-on involvement in customer support, call monitoring, and policy enforcement to deliver outstanding banking support.

Qualifications

• High school diploma or equivalent required.
• Three years banking and contact center experience required.
• Ability to lead and develop a team.
• Strong communication and customer service skills.
• Proficiency with Microsoft Office and contact center software.

Responsibilities

• Manage, train, schedule, and develop Contact Center staff across all functional areas.
• Recruit, onboard, train, evaluate, and mentor team members.
• Establish and maintain departmental performance standards and service expectations.
• Perform Customer Support Specialist duties as necessary to maintain service levels.
• Develop, implement, and enforce Contact Center policies and procedures.
• Utilize chat, screen sharing, and live video to provide efficient customer support.
• Manage call queue software to assist customers and bank employees effectively.
• Monitor call volumes, hold times, and service levels, taking corrective action when necessary.
• Monitor and evaluate service calls to ensure professionalism, technical accuracy, and adherence to Bank policies and procedures.
• Meet and exceed departmental and individual KPIs.

Skills

Leadership & Team Development

Performance Management

Integrity & Confidentiality

Communication Skills

Customer Service Orientation

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Contact center systems

Electronic banking platforms

Call management software

Job description

Rio Bank in McAllen, TX, is seeking a Contact Center Manager to oversee daily operations, coach staff, and drive service excellence. You will lead Customer Service across functional areas, ensure performance against KPIs, and promote a culture of accountability and continuous improvement.

The role requires strategic staffing, training, and process development, plus hands-on involvement in customer support, call monitoring, and policy enforcement to deliver outstanding banking support.