Hybrid Customer Care Center Manager

Tompkins Bank & Trust; 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

Employee Referrals

Job summary

The Tompkins Bank & Trust Customer Care Center Team Manager leads a dedicated team of Care Center Agents and Team Leads to deliver exceptional customer service and efficient operations in a fast-paced banking environment.

You will manage staffing, training, performance coaching, and onboarding, while partnering with departments to implement process improvements and align with organizational goals. This role requires strong leadership, communication, and a customer-focused mindset.

Qualifications

• High school diploma or equivalent; associate degree preferred.
• Seven years of experience in banking, financial services, or contact center operations.
• Minimum two years in a leadership, supervisory, trainer, or SME capacity.
• Experience with hiring, onboarding, performance management, quality monitoring, and workforce planning.
• Strong knowledge of banking products, customer service operations, compliance requirements, and contact center technologies.

Responsibilities

• Direct and guide Care Center Agents and Care Center Team Leads in daily Customer Care Center activities.
• Supervise workloads, redistribute tasks as needed, and support effective resolution of inquiries within the Care Center group chat.
• Monitor staffing levels, approve PTO requests, manage timecards, and oversee overtime.
• Use call quality monitoring and recording software to evaluate agent performance.
• Train, coach, and mentor agents to achieve performance-related goals.
• Author and deliver quarterly performance reviews and develop and execute Performance Improvement Plans as needed.
• Participate in the hiring process for Care Center Agents and recommend qualified candidates.
• Assist in assessing staffing needs, supporting recruitment efforts and building a talent pipeline.
• Oversee onboarding and training for new hires, including banking systems, customer service skills, and technical skills.
• Identify process and procedure gaps and create tools to support team success.
• Perform special projects at management’s request, including new procedures, procedure updates, and periodic reports for the Care Center or other business partners.
• Assist in planning and executing regular department meetings.
• Assist in managing the Customer Care Center in alignment with organizational goals and policies.
• Maintain strong relationships with business partners.
• Work rotating shifts, weekends, holidays, and after-hours support as assigned, with schedules subject to department needs and customer demand.
• Lead Special Initiatives: Contribute to special initiatives and ad hoc assignments that support evolving business needs and personal professional development.
• People Leadership: Drives team performance and growth through succession planning, accountability, coaching, engagement, recognition, and performance management.
• Customer Focus: Drives customer-centered improvements by identifying root causes, implementing feedback systems, and coaching teams to strengthen relationships and advocate for customer needs.
• Communication: Fosters communication by engaging stakeholders with empathy and professionalism, adapting messaging to diverse perspectives, and coaching others to strengthen communication skills.
• Planning & Results Orientation: Establishes goals, manages resources and budgets, addresses challenges, monitors progress, and maintains high standards.
• Problem Solving & Decision Making: Uses data, clear metrics, and the Tompkins decision making model to anticipate outcomes, manage risks, and coach sound decisions.

Skills

People leadership

Coaching & mentoring

Customer service excellence

Staff scheduling

Performance management

Education

High school diploma

Associate degree preferred

Tools

CRM systems

Workforce management tools

Microsoft Office

Job description

The Tompkins Bank & Trust Customer Care Center Team Manager leads a dedicated team of Care Center Agents and Team Leads to deliver exceptional customer service and efficient operations in a fast-paced banking environment.

You will manage staffing, training, performance coaching, and onboarding, while partnering with departments to implement process improvements and align with organizational goals. This role requires strong leadership, communication, and a customer-focused mindset.