Call Center Manager

Lead; Kansas City (MO); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Medical, Dental, Vision benefits

Flexible vacation policy

Collaborative team environment

401k Matching

Paid Parental Leave

Flexible Vacation

Paid Holidays

Career Growth

Job summary

A fintech company is looking for a Call Center Manager in Kansas City, Missouri. The role involves leading client support, managing daily operations, and ensuring service excellence. Candidates should have a minimum of 2 years in banking and strong communication skills. This position offers competitive compensation and wellness benefits, fostering a collaborative and inclusive environment.

Qualifications

• Minimum of 2 years of banking experience, preferably in a call center environment.
• Ability to manage high-contact volume and resolve complex service situations.
• Strong oral and written communication skills.
• Strong multi-project organization and proactive communication.
• Team player with collaboration to achieve efficient results.
• Excellent caller care and clear communication with diverse callers.

Responsibilities

• Lead the team for direct client support and triaging inquiries.
• Oversee daily call center operations ensuring professionalism.
• Coach Call Center Specialists for continuous improvement.
• Monitor performance metrics and service level expectations.
• Identify service trends and provide insights to improve experiences.
• Manage escalated calls and handle complex interactions with empathy.
• Respond to client questions and routed inquiries from branches and loan teams.
• Monitor performance, SLAs, and software utilization; report findings.
• Contribute to strategic initiatives to enhance client experience.

Skills

Banking experience

Client service

Coaching

Strong organizational skills

Communication skills

Problem solving

Job description

Overview

Join to apply for the Call Center Manager role at Lead. Lead is a fintech building banking infrastructure for embedded financial products and services. We operate an FDIC-insured bank headquartered in Kansas City, Missouri, with offices in San Francisco, Sunnyvale, and New York City where our technical, product, design, and legal teams operate. Lead blends regulatory and technological expertise to help our fintech partners scale their operations with compliance and creativity.

As a Community Bank, we provide personalized banking services and solutions to support businesses, individuals, and charitable organizations in the Kansas City Metropolitan Area, both in branch and online. We are committed to fostering strong relationships and supporting local economic growth.

In This Role You Will

• Lead the team responsible for both direct client support and triaging inquiries from BaaS partner end-customers
• Oversee day-to-day call center operations and ensure inquiries are handled with clarity, efficiency, and professionalism
• Coach, evaluate, and support the Call Center Specialists to drive continuous improvement
• Set the tone for service excellence and ensure alignment with standard procedures and compliance processes
• Identify service trends and provide insights to improve client and partner experiences
• Manage escalated calls and equip the team to navigate complex interactions with empathy and precision
• Respond to direct client questions and routed questions from branches, operations, and loan-teams
• Monitor call center performance, reporting, service level expectations, and software utilization
• Contribute to strategic initiatives to enhance overall client experience
• Adhere to banking policies, procedures, and regulatory compliance requirements to ensure security and confidentiality of client information
• Complete account maintenance and process client transactions
• Perform other duties as assigned

Qualifications

• A minimum of 2 years of banking experience, with experience in a call center or high-volume client service environment strongly preferred
• Demonstrated ability to support team success through service delivery, collaboration, and openness to new tools and processes
• Experience leading through high-contact volume, coaching for tone and consistency, and resolving complex service situations
• Strong organizational skills with ability to manage multiple time-sensitive projects
• Self-starter with a proactive communication style and willingness to lead by example
• Team player who collaborates to achieve efficient results
• Excellent caller care skills and ability to communicate clearly with a wide range of callers, including escalated inquiries
• Excellent oral and written communication skills
• Growth mindset, curiosity, humility, and openness to new ideas

What We Offer

• Competitive compensation based on experience, geographic location, and role
• Medical, Dental, Vision, Life, 401k Matching, and other wellness benefits (FSA, HSA, HRA)
• Paid parental leave
• Flexible vacation policy, including PTO and paid holidays
• A collaborative team environment with opportunities for career growth
• Inclusive culture committed to equal employment opportunity for all regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions