Supervisor, Customer Care Center, Digital Banking
Remote
Job Summary
Directly supervise a team of 15–17 Customer Care Advocates, managing day-to-day performance, productivity, and quality outcomes. Provide ongoing coaching, on-the-job training, and individualized development plans to elevate team effectiveness. Serve as the primary escalation point for complex customer issues, resolving escalations and answering advocate questions in real time. Use a data-driven approach to monitor individual and team performance against established KPIs and SLAs, delivering timely feedback through call monitoring and 1:1s. Conduct formal performance management activities including reviews, counseling, and recognition in partnership with HR. Participate in interviewing, selecting, onboarding, and retaining Customer Care Advocates while ensuring adherence to policies, regulatory requirements, and data privacy standards. Actively support efforts to simplify the customer and employee experience, surfacing opportunities for procedural improvement. Cover for peers as needed and perform other duties as assigned.
Required Qualifications
- High School Diploma (or GED)
- Associate's Degree
- Minimum of 4 years of previous call center/contact center experience in financial services
- Minimum of 4 years of supervisory experience
- Demonstrated ability to coach, develop, and motivate frontline employees
- Strong analytical acumen to interpret KPIs and identify performance trends
- Subject matter expertise across core call center processes and the banker's desktop and phone systems
- Initiative-taker who balances competing demands and thrives in a fast-paced environment
- Comfort with technology and learning new systems
- Minimum required internet speed of 75 Mbps download / 25 Mbps upload
- Ability to work evenings and Saturdays as required
- Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel)
- Excellent verbal, written, and interpersonal communication skills
- Strong organizational skills and attention to detail
- Outstanding problem-solving and time management skills
- Self-motivated, self-directed, and results-oriented
- Adaptable and able to multitask in a fast-paced environment
- Can work independently and within a team; solution-oriented with a collaborative approach
Desired Qualifications
- Associate's Degree
- experience in deposit or fraud operations
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