Customer Care Center Operations Lead

Tompkins Community Bank; City of Batavia (NY); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) Match

Profit Sharing

Paid Time Off

11 Holidays

Tuition Reimbursement

Free Parking throughout Tompkins Bank

Employee Referrals

Job summary

Tompkins Bank & Trust is seeking a Customer Care Center Team Manager to lead Care Center Agents and Team Leads, ensuring high-quality service and efficient daily operations.

You will oversee staffing, scheduling, onboarding, training, coaching, and performance reviews, while driving process improvements and strong partner relationships.

This role requires banking and contact center experience, plus a proven ability to hire, mentor, and develop a high-performing team across rotating shifts.

Qualifications

• Seven years of banking, financial services, or contact center operations experience.
• Minimum two years in a leadership, supervisory, team lead, trainer, or SME capacity.
• Experience with hiring, onboarding, performance management, quality monitoring, and workforce planning.
• Excellent communication, facilitation, conflict resolution, and organizational skills.
• Proficiency with Microsoft Office, CRM systems, and workforce management tools.

Responsibilities

• Direct and guide Care Center Agents and Care Center Team Leads in daily Customer Care Center activities.
• Monitor staffing levels, approve PTO requests, manage timecards, and oversee overtime.
• Use call quality monitoring to evaluate agent performance; train and mentor agents.
• Lead hiring, onboarding, and training for new hires including banking systems and customer service skills.
• Identify process gaps and create tools to support team success and assist in special projects and reporting.
• Maintain relationships with business partners and work rotating shifts including weekends and holidays.

Skills

Communication

Facilitation

Conflict resolution

Organizational skills

Banking product knowledge

Customer service operations

Compliance knowledge

Contact center technologies

Education

High school diploma or equivalent

Associate's degree preferred

Tools

CRM systems

Microsoft Office

Workforce management tools

Job description

Tompkins Bank & Trust is seeking a Customer Care Center Team Manager to lead Care Center Agents and Team Leads, ensuring high-quality service and efficient daily operations.

You will oversee staffing, scheduling, onboarding, training, coaching, and performance reviews, while driving process improvements and strong partner relationships.

This role requires banking and contact center experience, plus a proven ability to hire, mentor, and develop a high-performing team across rotating shifts.