Banking Call Center Supervisor – Flexible Hours

Fifth Third; Farmington Hills (MI); On-site; USD 55,000 - 75,000; Full time

Job summary

Fifth Third Bank in Farmington Hills, MI is seeking a Commercial Call Center Supervisor to lead a team of 15–20 staff. You will supervise workflow, monitor performance, coach employees, and drive service excellence.

The role requires strong leadership, communication, and process improvement capabilities within a banking call center environment. You will oversee training, attendance, and shift management while collaborating with management to ensure risk controls and quality standards are met.

Qualifications

• Bachelor's degree or equivalent experience required.
• Proven management experience in a customer service environment preferred.
• Strong verbal and written communication skills required.
• Experience with Microsoft Office products (Access/Word/Excel/PowerPoint/Outlook).
• Leadership, initiative, detail orientation, and analytical skills are essential.

Responsibilities

• Coordinate and supervise day-to-day workflow in Call Center.
• Monitor Call Center activity to ensure customer service and production standards.
• Prioritize work and delegate tasks to ensure proper coverage of functions.
• Oversee post-classroom training of new hires and ensure understanding of procedures and services.
• Develop and motivate staff and provide necessary resources for success.
• Identify and implement process improvements to boost performance.
• Act as liaison between management and front-line agents to drive engagement.
• Review quality monitors and provide feedback and coaching to agents.
• Identify training needs and work with training teams to address gaps.
• Manage attendance and payroll-related hours; influence performance reviews and promotions.
• Oversee shifts (nights/weekends) and participate in departmental projects.
• Support rotations for development and continual learning; perform other duties as assigned.

Skills

People management

Customer service leadership

Verbal communication

Written communication

Multi-tasking

Project management

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Access

Word

Excel

PowerPoint

Outlook

Job description

Fifth Third Bank in Farmington Hills, MI is seeking a Commercial Call Center Supervisor to lead a team of 15–20 staff. You will supervise workflow, monitor performance, coach employees, and drive service excellence.

The role requires strong leadership, communication, and process improvement capabilities within a banking call center environment. You will oversee training, attendance, and shift management while collaborating with management to ensure risk controls and quality standards are met.