Customer Care Center Supervisor

Ives Bank; New Milford (CT); On-site; USD 55,000 - 75,000; Full time

Job summary

Ives Bank is seeking a Customer Care Center Supervisor to oversee daily call center operations, coach staff, and ensure service quality. You will train agents on banking products, monitor performance, and collaborate with other departments to improve efficiency and customer experience.

Ideal candidates have 3+ years in a call center role, some supervisory experience, and familiarity with banking regulations. This on-site role offers growth in a regulated banking environment.

Qualifications

• Minimum of 3 years in a call center role, preferably banking or financial services.
• Prior supervisory experience preferred.
• Associate degree in business, finance, or related field preferred.
• Knowledge of banking regulations, products, and services.
• Strong communication, problem-solving and conflict-resolution abilities.

Responsibilities

• Supervise and lead a team of call center representatives, inbound and outbound.
• Monitor performance, provide coaching to improve service quality.
• Assist with scheduling shifts and QA monitoring.
• Resolve escalated complaints and complex service issues.
• Provide ongoing training on banking products, services, and best practices.
• Analyze call center metrics and identify areas for improvement.
• Prepare monthly reports on team performance and call volume.
• Collaborate with other departments to enhance customer experience.
• Ensure compliance with banking regulations, data security, and policies.

Skills

Leadership

Team management

Communication

CRM software

Data analysis

Problem solving

Education

Associate degree in business/finance

Tools

CRM software

Call center systems

Job description

The Customer Care Center Supervisoris responsible for overseeing the daily operations of the call center, ensuring that customer service representatives meet performance standards, maintain compliance with banking regulations, and deliver excellent customer service. This role involves training, coaching, and managing staff while implementing strategies to enhance efficiency and customer satisfaction.

Key Responsibilities:

• Supervise and lead a team of call center representatives performing both inbound and outbound functions, ensuring adherence to company policies and procedures.
• Monitor and evaluate employee performance, providing feedback and coaching to improve service quality
• Assist the Care Center Manager with scheduling shifts, and Quality Assurance Call Monitoring functions
• Resolve escalated customer complaints and complex service issues
• Ensure that customer inquiries and complaints are handled efficiently and professionally
• Provide ongoing training for call center agents on banking products, services, and customer service best practices
• Conduct regular coaching sessions to enhance team skills and knowledge
• Analyze call center metrics to identify areas for improvement and optimize workflow
• Assist with the preparation of monthly reports on team performance, call volume, and trending call information
• Collaborate with other departments to improve processes and enhance customer experience
• Ensure compliance with all banking regulations, policies, and procedures related to customer service and data security
• Maintain confidentiality of customer information and uphold ethical banking practices

Educational and Experience Requirements:

• Minimum of 3 years in Call Center Role, preferably in banking or financial services
• Previous supervisory experience preferred
• Associate’s degree in a business, finance, or related field (preferred)
• Prior experience in a call center environment, preferably in banking or financial services
• Proven leadership experience in developing, mentoring, and coaching employees to achieve individual and team goals
• Strong team management and motivational skills
• Excellent communication, problem-solving, and conflict-resolution abilities
• Proficiency in customer relationship management (CRM) software and call center systems
• Ability to analyze data and implement process improvements
• Knowledge of banking regulations, products, and services

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.