Call Center Team Lead - Customer Experience Champion

Fifth Third; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Fifth Third is seeking a Commercial Call Center Supervisor to lead day-to-day call center operations in Farmington Hills, MI. You will coach staff, monitor productivity, and ensure compliance with bank policies while maintaining a high level of customer service.

You will work with senior management to resolve issues, develop staff, and optimize call flow. The role requires leadership, collaboration, and a strong customer service mindset.

Qualifications

• Bachelor's degree or equivalent experience required.
• Previous management experience preferably in a customer service environment preferred.
• Banking operations experience in specified or comparable area preferred.
• Excellent verbal and written communication skills.
• Experience with Microsoft Office products (Access, Word, Excel, PowerPoint, Outlook).
• Leadership, initiative, detail orientation, analytical skills, and decisive decision-making.

Responsibilities

• Coordinate and supervise day-to-day workflow in Call Center.
• Monitor Call Center activity to ensure service and production standards.
• Address problems with other management members.
• Prioritize work and delegate tasks to ensure coverage.
• Serve as first line of support for internal/external issues.
• Oversee training and development of new hires; ensure policy understanding.
• Provide feedback and coaching to agents; identify training needs.
• Evaluate performance and manage attendance and payroll accuracy.
• Suggest actions for performance appraisals and promotions.
• Manage overnight shifts and departmental projects.

Skills

Leadership

Verbal communication

Written communication

Analytical skills

Multi-tasking

Decision making

Teamwork

Project management

Coaching/People development

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office (Excel, Word, PowerPoint, Outlook)

Job description

Fifth Third is seeking a Commercial Call Center Supervisor to lead day-to-day call center operations in Farmington Hills, MI. You will coach staff, monitor productivity, and ensure compliance with bank policies while maintaining a high level of customer service.

You will work with senior management to resolve issues, develop staff, and optimize call flow. The role requires leadership, collaboration, and a strong customer service mindset.