Supervisor, Customer Care Center, Digital Banking

📋 Description

• Directly supervise a team of 15–17 Customer Care Advocates, owning day-to-day performance
• Provide ongoing coaching, on-the-job training, and individualized development plans
• Serve as primary escalation point for complex customer issues
• Use data to monitor KPIs and SLAs; deliver timely feedback through call monitoring and 1:1s
• Support senior management in staffing, training, and process improvements
• Ensure adherence to policies and maintain customer data privacy and security

🎯 Requirements

• High School Diploma (or GED) required; Associate’s preferred
• Minimum of 4 years in a financial services call center or contact center
• 4+ years of supervisory experience in a customer care environment
• Strong analytical skills and ability to interpret KPIs
• Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel)
• Excellent verbal, written, and interpersonal communication; ability to work evenings/Saturdays

🎁 Benefits

• Comprehensive health, dental, and vision plans
• 4 weeks PTO; 401k with company match
• Metro SmartTrip benefits ($50/mo)
• Remote or hybrid (4 days per week in-office) work schedules
• Incentives for sustainable commuting and wellness perks
• Employee perks and recognition programs