Banking Care Center Manager - Ops & Quality Leader

Ives-Bank; New Milford (CT); Sur place; USD 70 000 - 110 000; Plein temps

Résumé du poste

Ives-Bank is seeking a Customer Care Center Manager in New Milford, CT to lead daily operations, drive performance, optimize workflows, and ensure compliance across phone, chat, and digital channels.

The role emphasizes building a culture of excellence, security, and elite customer care, with coaching, KPI oversight, staff training, and monthly senior leadership reporting integral to success.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 3 to 5 years of hand on call center management experience within banking or financial services.
• In-depth understanding of standard consumer banking regulations (federal and state).
• Experience with COCC Insight core banking systems preferred.
• Experience with Five9 call center technology preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving and multitasking abilities.
• Proficiency in computer systems and banking software.

Responsabilités

• Recruit, train, mentor, and evaluate call center supervisors and front-line customer service representatives.
• Monitor and optimize KPIs such as AHT, FCR, abandonment rate, and customer satisfaction scores.
• Train call center employees on guiding customers toward online self-support tools.
• Monitor and refine chat responses and provide feedback for tool development.
• Unify phone, chat, secure messaging into one workspace using the CRM platform.
• Ensure inquiries are handled efficiently and professionally; perform live monitoring with agents.
• Meet a minimum monthly Quality Assurance score of 90%.
• Document and share customer feedback with leadership for continuous improvement.
• Support senior management in developing staff for inbound/outbound sales and service initiatives.
• Identify workflow gaps and implement solutions to reduce wait times and scale efficiency.
• Investigate and resolve complex customer issues related to bank accounts and digital banking.

Connaissances

Leadership

Call Center Mgmt

Customer Service

KPI Management

Coaching

Training

Bank Regulations

Formation

Bachelor’s degree or equivalent work experience

Description du poste

Ives-Bank is seeking a Customer Care Center Manager in New Milford, CT to lead daily operations, drive performance, optimize workflows, and ensure compliance across phone, chat, and digital channels.

The role emphasizes building a culture of excellence, security, and elite customer care, with coaching, KPI oversight, staff training, and monthly senior leadership reporting integral to success.