Contact Center Team Lead & Coach

First National Bank Alaska; Anchorage (AK); On-site; USD 65,000 - 90,000; Full time

Job summary

First National Bank Alaska is seeking a Contact Center Supervisor to lead, train, and mentor the Customer Contact Unit, ensuring courteous service and adherence to policy. You will monitor call metrics, develop coaching plans, handle escalations, and align operations with banking regulations.

This on-site role requires strong leadership and a hands-on management style. Schedule: varies, including evenings and weekends; team collaboration with the Contact Center Manager to drive performance and

Qualifications

• Bachelor's degree in a business-related field. Three years progressively responsible related bank operations experience, including one year in a supervisory capacity.

Responsibilities

• Oversee daily operations of the Customer Contact Unit and provide leadership, coaching, and mentoring to staff.
• Monitor call data and service levels, and make recommendations to improve performance.
• Maintain SME knowledge to provide technical support for debit/credit card issues and digital services.
• Handle escalated customer inquiries and ensure compliance with the bank's policies and procedures.
• Draft, update, and maintain unit desk manuals and participate in bank initiatives.

Skills

Leadership

Coaching

Training

Customer Service

Time Management

Education

Bachelor's degree in business-related field

Tools

Outlook

Job description

First National Bank Alaska is seeking a Contact Center Supervisor to lead, train, and mentor the Customer Contact Unit, ensuring courteous service and adherence to policy. You will monitor call metrics, develop coaching plans, handle escalations, and align operations with banking regulations.

This on-site role requires strong leadership and a hands-on management style. Schedule: varies, including evenings and weekends; team collaboration with the Contact Center Manager to drive performance and