Contact Center Supervisor: Lead Service & Coaching

Provident Bank; Port Reading (NJ); On-site; USD 43,000 - 54,000; Full time

Job summary

Provident Bank is seeking an experienced Contact Center Supervisor to lead a team of customer service professionals, monitor workflows, and support system testing initiatives. The role emphasizes coaching, performance feedback, and ensuring compliant, high-quality service in a fast-paced banking environment.

You will partner with management on projects, supervise staff, and ensure training and development, while contributing to department objectives and service excellence across channels.

Qualifications

• Minimum of five (5) years of experience in banking, financial services, contact center operations, customer service, or a related environment.
• Prior leadership, supervisory, coaching, mentoring, or employee development experience preferred.
• Strong knowledge of retail banking products, services, policies, and customer service best practices.
• Excellent verbal communication, interpersonal, and relationship-building skills.
• Proven ability to resolve complex customer concerns and make sound business decisions in a fast-paced environment.

Responsibilities

• Monitor Contact Center queues, call volume, service levels, abandonment rates, and daily workflow to ensure operational efficiency and customer satisfaction.
• Conduct call monitoring, coaching sessions, and performance feedback discussions to identify employee development opportunities and improve service quality.
• Motivate and support Contact Center staff through ongoing communication, recognition, and coaching.
• Resolve escalated customer inquiries and determine appropriate solutions in accordance with bank policies and procedures.
• Review and process customer requests for service charge refunds based on established guidelines.
• Develop and implement customer service scripts, communications, and sales campaigns supporting bank initiatives and service goals.

Skills

Leadership

Coaching

Customer service

Communication

Analytical thinking

Relationship building

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Provident Bank is seeking an experienced Contact Center Supervisor to lead a team of customer service professionals, monitor workflows, and support system testing initiatives. The role emphasizes coaching, performance feedback, and ensuring compliant, high-quality service in a fast-paced banking environment.

You will partner with management on projects, supervise staff, and ensure training and development, while contributing to department objectives and service excellence across channels.