Contact Center Supervisor & Team Coach

Northwest Bank; Buffalo (NY); On-site; USD 63,300 - 75,000; Full time

Job summary

Northwest Bank in Buffalo, NY is seeking a Contact Center Supervisor to lead the Customer Support and Loan Support teams across all delivery channels. You will train, coach, and motivate staff, manage performance against service levels, and drive continuous improvement in customer service quality.

Responsibilities include real-time center support, weekly coaching, quality reviews, on-floor guidance, and collaboration with leadership to implement training and process enhancements.

Qualifications

• Supervisory experience or management of a team in a contact center or similar environment.
• Experience delivering customer service and coaching to improve performance.
• Bachelor's degree or equivalent experience preferred in Business, Finance or related field.

Responsibilities

• Supervise department performance to meet or exceed service levels and provide excellent customer service.
• Provide real-time management support within the Contact Center.
• Lead coaching sessions and team meetings to enhance skills and performance.
• Conduct quality reviews of processes and monitor performance against standards.
• Support leadership with training development and program implementation.

Skills

Supervisory experience

Coaching

Leadership

Customer service

Communication

Problem solving

Regulatory knowledge

Education

Bachelor's Degree in Business / Finance

Tools

Microsoft Office

Job description

Northwest Bank in Buffalo, NY is seeking a Contact Center Supervisor to lead the Customer Support and Loan Support teams across all delivery channels. You will train, coach, and motivate staff, manage performance against service levels, and drive continuous improvement in customer service quality.

Responsibilities include real-time center support, weekly coaching, quality reviews, on-floor guidance, and collaboration with leadership to implement training and process enhancements.