Customer Care Center Lead – Banking Operations

Ives Bank; New Milford (CT); Presencial; USD 90 000 - 120 000; Tempo integral

Resumo da oferta

The Care Center Manager at Ives Bank in New Milford, CT leads the daily operations of the customer care center, driving top team performance across phone, chat and digital service channels while ensuring strict adherence to state and federal banking compliance standards.

You will recruit, train and evaluate supervisors and frontline staff, monitor KPIs (AHT, FCR, abandonment, CSAT), and optimize workflows and self‑service guidance to deliver best‑in‑class customer experience.

Qualificações

• Bachelor’s degree or equivalent work experience.
• 3–5 years of hands-on call center management experience within banking or financial services.
• In-depth understanding of standard consumer banking regulations (federal and state).
• Experience with COCC Insight core banking systems preferred.
• Experience with Five9 call center technology preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving and multitasking abilities.
• Proficiency in computer systems and banking software.
• Ability to work in a fast-paced environment and handle high call volumes.
• Strong professional communication skills addressing customer concerns in escalated call situations.
• Attention to detail and strong organizational skills.

Responsabilidades

• Recruit, train, mentor, and evaluate call center supervisors and front-line customer service representatives.
• Monitor and optimize KPIs such as AHT, FCR, abandonment rate, and CSAT scores.
• Train call center employees on guiding customers toward online self-support tools.
• Monitor and refine chat responses and provide feedback on tool development for best-in-class customer experience.
• Utilize Bank’s CRM platform to unify phone, chat, secure messaging into one workspace.
• Ensure inquiries are handled efficiently and professionally with live call review for coaching.
• Meet a minimum monthly Quality Assurance score of 90%.
• Document and share customer feedback with leadership for continuous improvement.

Conhecimentos

KPI Management

Call Center Leadership

Customer Service

Communication Skills

Problem Solving

Attention to Detail

Formação académica

Bachelor’s degree or equivalent

Ferramentas

COCC Insight

Five9

Descrição da oferta de emprego

The Care Center Manager at Ives Bank in New Milford, CT leads the daily operations of the customer care center, driving top team performance across phone, chat and digital service channels while ensuring strict adherence to state and federal banking compliance standards.

You will recruit, train and evaluate supervisors and frontline staff, monitor KPIs (AHT, FCR, abandonment, CSAT), and optimize workflows and self‑service guidance to deliver best‑in‑class customer experience.