Call Center Manager

Liberty Bank and Trust; New Orleans (LA); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Comprehensive health coverage

401(k) plan with employer matching

Life and disability insurance

Health savings and flexible spending

Job summary

Liberty Bank & Trust in New Orleans is seeking a Call Center Manager to lead the daytime operations of the E‑Contact Center, guiding staffing, performance, and continuous improvement across telephone and digital channels to deliver timely, secure, and professional service.

You will partner with Retail, Digital Banking, Fraud, IT, Compliance, and other teams to optimize customer experiences, ensure regulatory compliance, and report on KPIs while coaching supervisors and frontline staff.

Qualifications

• Bachelor’s degree in business, finance, management, or related field preferred.
• Minimum of five years in banking, financial services, contact center, or customer service.
• At least two years in supervisory or management role.
• Experience in retail banking, deposit products, digital banking, debit cards, fraud prevention, and contact center operations preferred.
• Strong leadership, coaching, decision‑making, problem‑solving, and change‑management skills.
• Excellent written and verbal communication with confidentiality.
• Proficiency with Microsoft Office; experience with Five9, Fiserv Premier, and digital banking platforms preferred.

Responsibilities

• Lead, supervise, coach, and develop Customer Care Representatives, Digital Banking Specialists, and other E‑Contact Center personnel; manage staffing, schedules, performance expectations, training, coaching, and employee development.
• Direct daily inbound and outbound contact center operations, managing call queues, workflows, staffing assignments, service‑level standards, and contingency procedures for efficient service delivery.
• Ensure interactions reflect standards for courtesy, empathy, accuracy, ownership, confidentiality, and timely resolution; handle escalated concerns and coordinate resolutions.
• Establish, monitor, and report KPIs including call volume, speed of answer, abandonment rate, handle time, first-contact resolution, service level, quality scores, customer satisfaction, schedule adherence, and referral activity.
• Ensure staff is proficient in Five9, Fiserv Premier and related platforms, online and mobile banking, Access Manager, debit card systems, imaging and CRM tools.
• Ensure compliance with banking laws, Bank policies, privacy, information‑security standards, and customer authentication; coordinate with Fraud, Deposit Operations, Compliance, and other areas.
• Develop, maintain, and enforce departmental procedures, scripts, and service standards; evaluate processes and recommend improvements for efficiency and control.

Skills

Leadership

Coaching

Decision making

Problem solving

Communication

Organizational skills

Change management

Analytical skills

Microsoft Office

Five9

Education

Bachelor’s degree in business/finance/management

Tools

Five9

Fiserv Premier

Digital banking platforms

Job description

At Liberty Bank & Trust, banking is rooted in opportunity, community, and exceptional customer service. As Call Center Manager, you’ll lead the day‑time operations and continuous improvement of the E‑Contact Center, ensuring customers receive timely, accurate, secure, and professional support across telephone and digital channels. You’ll oversee staffing, service levels, quality assurance, employee development, escalated customer concerns, reporting, and compliance while partnering with teams across Retail, Deposit Operations, Digital Banking, Fraud, IT, Compliance, and more to create a seamless customer experience.

Essential Duties and Responsibilities

• Lead, supervise, coach, and develop Customer Care Representatives, Digital Banking Specialists, and other assigned E‑Contact Center personnel; manage staffing, schedules, performance expectations, training, coaching, and employee development.
• Direct daily inbound and outbound contact center operations, managing call queues, workflows, staffing assignments, service‑level standards, and contingency procedures to support efficient and seamless service delivery.
• Ensure every interaction reflects Liberty Bank & Trust’s standards for courtesy, empathy, accuracy, ownership, confidentiality, and timely resolution; handle complex or escalated customer concerns and coordinate appropriate resolutions.
• Establish, monitor, and report key performance indicators, including call volume, average speed of answer, abandonment rate, average handle time, first‑contact resolution, service level, quality scores, customer satisfaction, schedule adherence, and referral activity.
• Ensure staff is proficient in Five9, Fiserv Premier and related platforms, online and mobile banking, Access Manager, debit card systems, imaging and customer relationship tools, and other applications assigned to the department.
• Ensure departmental activities comply with applicable banking laws and regulations, Bank policies, privacy requirements, information‑security standards, and customer authentication procedures; coordinate with Fraud, Deposit Operations, Compliance, BSA, Information Security, and other areas regarding trends, alerts, complaints, and control improvements.
• Develop, maintain, and enforce current departmental procedures, scripts, job aids, escalation paths, and service standards; evaluate processes and recommend automation, workflow, staffing, or technology improvements that strengthen service, efficiency, security, and control.

Supervisory Responsibilities

Directly supervises assigned E‑Contact Center personnel. Responsibilities include workforce planning, scheduling, interviewing, hiring, onboarding, training, assigning and directing work, monitoring quality, coaching, evaluating performance, recognizing employees, administering corrective action, addressing complaints, and resolving workplace and operational issues in accordance with Bank policy and applicable law .

Best‑in‑Class Benefits and Culture:

We value our employees’ time and efforts. Our commitment to your success is enhanced by a competitive compensation of $60,000 - $70,000 depending on experience, and an extensive benefits package including:

• Comprehensive health coverage: Medical, dental, and vision insurance provided
• Robust retirement planning: 401(k) plan available with employer matching
• Financial security: Life and disability insurance for added protection
• Flexible financial options: Health savings and flexible spending accounts offered

Plus, we work to maintain the best environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where everyone feels encouraged to contribute to our processes, decisions, planning, and culture.

To thrive/succeed as the Call Center Manager, you should have:

• Bachelor’s degree in business, finance, management, or a related field preferred, with an equivalent combination of education and relevant experience considered.
• Minimum of five years of progressively responsible banking, financial services, contact center, or customer service experience, including at least two years in a supervisory or management role.
• Experience in retail banking, deposit products, digital banking, debit cards, fraud prevention, complaint resolution, and contact center operations strongly preferred.
• Working knowledge of banking products, customer service practices, digital delivery channels, operational controls, privacy, security, and applicable consumer compliance requirements.
• Strong leadership, coaching, decision‑making, problem‑solving, conflict‑resolution, organizational, and change‑management skills, with the ability to manage multiple priorities and remain composed during escalations.
• Excellent written and verbal communication skills, with the ability to communicate clearly with customers, employees, and senior management and maintain strict confidentiality.
• Ability to analyze performance data, identify trends and root causes, prepare reports, and implement practical improvements; proficiency with Microsoft Office, particularly Outlook, Word, Excel, and PowerPoint, with experience using Five9, Fiserv Premier, and digital banking platforms preferred.

Your leadership can make every customer connection count. Step into a role where you’ll lead the team, elevate the experience, and help shape the future of banking at Liberty Bank & Trust.

We are an equal opportunity employer that welcomes and encourages diversity in the workplace. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We will consider qualified applicants with criminal histories for employment.