Customer Care Supervisor

Northwest Community Bank; Avon, Northern (CT, KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Northwest Community Bank in Avon, CT is seeking a Customer Care Supervisor to lead the contact center, coach staff, and ensure exceptional service and efficiency. The role focuses on coaching, standards, and regulatory compliance while guiding customer interactions.

You will monitor metrics, manage escalations, assist with scheduling, and partner with other units to strengthen referrals and customer engagement while supporting growth and a positive work culture.

Qualifications

• Must have high school diploma; associate or bachelor preferred.
• 3–5 years banking or financial services experience.
• 1–2 years supervisory or leadership experience.
• Strong coaching and employee development skills.
• Analytical, organizational, and problem-solving abilities.
• Proficiency with Microsoft Office, CRM and contact center tech.

Responsibilities

• Supervise daily customer care operations to meet service levels.
• Monitor call volume, productivity, quality assurance results, and KPIs.
• Provide coaching, training, mentoring, and ongoing performance feedback to team members.
• Handle complex customer inquiries, escalations and sensitive service situations.
• Assist with workforce scheduling and resource planning to support operational requirements.
• Ensure accurate completion and documentation of customer interactions.
• Monitor adherence to policies, security standards, and regulatory requirements.
• Identify process improvements and recommend operational enhancements.
• Prepare management reports and analyze trends affecting customer service performance.
• Partner with business units to support referrals and customer engagement initiatives.

Skills

Leadership

Team Development

Contact Center Operations

Coaching

Customer Experience Management

Operational Analysis

Quality Assurance

Banking Products

Regulatory Compliance

Problem Solving

Decision Making

Communication

Collaboration

Education

High school diploma

Associate degree

Bachelor's degree

Tools

Microsoft Office

CRM systems

Contact center tech

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Care Supervisor

FULL TIME NON EXEMPT AVON, Avon, CT, US

6 days ago Requisition ID: 1167

Customer Care Supervisor

Operations | Banking

Summary of the Role

The Customer Care Supervisor oversees the daily operations of the contact center while providing leadership, coaching, and support to customer care staff. This role ensures exceptional customer service, operational efficiency, regulatory compliance, employee development, and achievement of departmental performance goals.

Key Responsibilities

• Supervise daily customer care operations to ensure service levels and customer experience standards are achieved
• Monitor call volume, productivity, quality assurance results, and key performance indicators
• Provide coaching, training, mentoring, and ongoing performance feedback to team members
• Handle complex customer inquiries, escalated complaints, and sensitive service situations
• Assist with workforce scheduling and resource planning to support operational requirements
• Ensure accurate completion and documentation of customer interactions
• Monitor adherence to policies, procedures, security standards, and regulatory requirements
• Identify process improvement opportunities and recommend operational enhancements
• Prepare management reports and analyze trends affecting customer service performance
• Partner with business units to support referrals, customer engagement initiatives, and organizational objectives

Skills

Leadership & Team Development Contact Center Operations
Performance Coaching & Training Customer Experience Management
Operational Analysis Quality Assurance
Banking Products & Services Regulatory Compliance
Problem Solving & Decision-Making Communication & Collaboration

Qualifications

• High school diploma required; Associate’s or Bachelor’s degree preferred
• 3–5 years of banking, customer service, call center, or financial services experience
• 1–2 years of supervisory or leadership experience
• Strong coaching, leadership, and employee development skills
• Demonstrated analytical, organizational, and problem-solving abilities
• Ability to manage multiple priorities in a dynamic environment
• Proficiency with Microsoft Office, CRM systems, and contact center technologies

Why Join Us

• Opportunity to lead a high-performing service team
• Drive operational excellence and continuous improvement initiatives
• Contribute directly to the Bank’s customer-focused growth strategy
• Partner with leadership to enhance service quality and customer satisfaction
• Opportunity for professional growth and leadership development

Work Environment & Physical Requirements

• Primarily office-based role requiring prolonged sitting and computer use
• Frequent telephone usage and interaction with customers and employees
• Use of standard office equipment
• Occasional standing, walking, bending, and lifting up to 10 pounds
• Extended periods of visual focus and computer screen use
• Regular attendance is an essential function of the position

Equal Opportunity Employer

We are committed to creating an inclusive and diverse workplace. Employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, sex, national origin, veteran status, or any other protected status.