Contact Center Operations Lead

First National Bank Alaska

Anchorage, Northern (AK, KY)

Hybrid

USD 60,000 - 85,000

Full time

8 days ago

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Job summary

First National Bank Alaska is seeking a Contact Center Supervisor to lead the Customer Contact Unit. You will work with the Contact Center Manager to train, coach, and mentor staff, ensuring timely service delivery and adherence to policies.

The role requires monitoring performance metrics, handling complex customer inquiries, and enforcing security and regulatory standards in a fast-paced environment. Flexible scheduling may apply, with a Monday–Friday routine and occasional evenings or

Qualifications

Bachelor's degree in a business-related field.
Three to five years progressively responsible bank operations experience, including supervisory experience.
Strong leadership, coaching and staff development skills.
Knowledge of banking regulations and compliance practices.

Responsibilities

Oversee daily operations of the Customer Contact Unit with the Contact Center Manager.
Provide leadership, training, coaching and mentoring to unit staff.
Monitor call data and service levels; recommend improvements to meet goals.
Support debit/credit card issues, account inquiries and digital services for customers.
Ensure compliance with security procedures and bank policies; handle escalated inquiries.
Draft, update and maintain desk manuals; participate in bank initiatives as needed.