Contact Center Leader, Customer Experience & Operations

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

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.