Banking Call Center Supervisor – Elevate Customer Care

Ives-Bank; New Milford (CT); On-site; USD 55,000 - 85,000; Full time

Job summary

Ives-Bank is seeking a Customer Care Center Supervisor to oversee our New Milford call center operations, ensuring top service quality and regulatory compliance. You will coach staff, manage schedules, and drive performance improvements while maintaining data security and customer satisfaction.

Ideal candidates have at least three years in call center roles, supervisory experience, and a background in banking or financial services.

Qualifications

• Minimum of 3 years in call center role, preferably in banking or financial services.
• Supervisory experience preferred
• Associate’s degree in a business, finance, or related field (preferred)
• Prior experience in a call center environment, preferably in banking or financial services
• Proven leadership experience in developing, mentoring, and coaching employees to achieve individual and team goals
• Strong team management and motivational skills
• Excellent communication, problem-solving, and conflict-resolution abilities
• Proficiency in customer relationship management (CRM) software and call center systems
• Ability to analyze data and implement process improvements
• Knowledge of banking regulations, products, and services

Responsibilities

• Supervise and lead a team of call center representatives performing inbound and outbound functions.
• Monitor and evaluate employee performance, providing feedback and coaching to improve service quality
• Assist the Care Center Manager with scheduling shifts, and Quality Assurance Call Monitoring functions
• Resolve escalated customer complaints and complex service issues
• Ensure inquiries and complaints are handled efficiently and professionally
• Provide ongoing training for call center agents on banking products, services, and customer service best practices
• Conduct regular coaching sessions to enhance team skills and knowledge
• Analyze call center metrics to identify areas for improvement and optimize workflow
• Assist with monthly reports on team performance, call volume, and trending information
• Collaborate with other departments to improve processes and enhance customer experience
• Ensure compliance with all banking regulations, policies, and procedures
• Maintain confidentiality of customer information and uphold ethical banking practices

Skills

Leadership

Coaching

Communication

Data analysis

CRM experience

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 our New Milford call center operations, ensuring top service quality and regulatory compliance. You will coach staff, manage schedules, and drive performance improvements while maintaining data security and customer satisfaction.

Ideal candidates have at least three years in call center roles, supervisory experience, and a background in banking or financial services.