Contact Center Supervisor

About the role

The Contact Center Supervisor leads the Contact Center Customer Support and Loan Support teams, ensuring high‑quality service across all delivery channels. This role involves coaching staff, handling escalated issues, and driving continuous improvement.

Key responsibilities

• Supervise daily operations, monitor service levels, and ensure compliance with company policies and regulations.
• Provide real‑time management support, on‑floor assistance, and take escalated customer calls.
• Conduct coaching sessions, team meetings, and quality reviews to develop staff performance.
• Maintain training programs, ensure specialists have required resources, and address disciplinary matters.
• Analyze performance data, set goals, and implement process improvements.

Required profile

• Bachelor’s degree in Business, Finance or related field (or equivalent experience).
• 2‑6 years supervisory experience or 3‑5 years in customer service/contact center.
• Preferred banking or technical background (1 year).
• Strong problem‑solving, decision‑making, and communication abilities.

Required skills

• Proficiency with Microsoft Office applications.
• Knowledge of telephone operating systems and contact‑center technology.
• Understanding of regulatory and compliance standards.

What we offer

• Salary range $63,300 – $75,000 per year (visible).
• Benefits package.