Banking Call Center Leader

Ives Bank; New Milford (CT); On-site; USD 55,000 - 75,000; Full time

Job summary

Ives Bank is seeking a Customer Care Center Supervisor to oversee daily call center operations, coach staff, and ensure service quality. You will train agents on banking products, monitor performance, and collaborate with other departments to improve efficiency and customer experience.

Ideal candidates have 3+ years in a call center role, some supervisory experience, and familiarity with banking regulations. This on-site role offers growth in a regulated banking environment.

Qualifications

• Minimum of 3 years in a call center role, preferably banking or financial services.
• Prior supervisory experience preferred.
• Associate degree in business, finance, or related field preferred.
• Knowledge of banking regulations, products, and services.
• Strong communication, problem-solving and conflict-resolution abilities.

Responsibilities

• Supervise and lead a team of call center representatives, inbound and outbound.
• Monitor performance, provide coaching to improve service quality.
• Assist with scheduling shifts and QA monitoring.
• Resolve escalated complaints and complex service issues.
• Provide ongoing training on banking products, services, and best practices.
• Analyze call center metrics and identify areas for improvement.
• Prepare monthly reports on team performance and call volume.
• Collaborate with other departments to enhance customer experience.
• Ensure compliance with banking regulations, data security, and policies.

Skills

Leadership

Team management

Communication

CRM software

Data analysis

Problem solving

Education

Associate degree in business/finance

Tools

CRM software

Call center systems

Job description

Ives Bank is seeking a Customer Care Center Supervisor to oversee daily call center operations, coach staff, and ensure service quality. You will train agents on banking products, monitor performance, and collaborate with other departments to improve efficiency and customer experience.

Ideal candidates have 3+ years in a call center role, some supervisory experience, and familiarity with banking regulations. This on-site role offers growth in a regulated banking environment.