Call Center Manager

Merchants Bank of Indiana • Carmel, IN

2d

About The Position

The Call Center Manager leads the daily operations of the bank’s contact center to deliver exceptional client service, operational efficiency, regulatory compliance, and departmental performance. The role oversees and develops Team Leads and frontline representatives, fostering client-focused service, employee engagement, accountability, and continuous improvement.

The manager monitors service levels, workforce performance, quality standards, and operational metrics across customer interaction channels. They work with internal departments and leadership to resolve service issues, identify opportunities, and implement improvements that benefit both clients and employees. The role also supports staffing and scheduling, compliance with bank policies and applicable regulations, and effective implementation of new products, services, technologies, and operational initiatives.

The position prepares and presents performance reports and recommendations to leadership and participates in strategic planning related to contact center operations, employee development, client experience, and efficiency.

Requirements

• Bachelor’s degree in business, finance, management, communications, or a related field, or equivalent professional experience.
• Five or more years of contact center, customer service, banking, or related operational leadership experience preferred.
• Previous experience leading supervisors, Team Leads, or medium to large frontline service teams.
• Strong understanding of contact center operations, workforce management principles, service level management, and performance metrics.
• Demonstrated ability to coach, develop, and engage employees while driving accountability and results.
• Strong verbal and written communication skills for interacting with employees, customers, vendors, and senior leadership.
• Excellent organizational, problem-solving, and decision-making skills, including the ability to manage multiple priorities in a fast-paced environment.
• Experience analyzing operational data and using performance metrics to identify trends and drive improvements.
• Proficiency with Microsoft Office and contact center technologies, including telephony, case management, workforce management, CRM, and reporting platforms.
• Strong leadership skills and commitment to client experience, employee development, and operational excellence.

Nice To Haves

• Knowledge of retail banking operations, digital banking services, and regulatory compliance requirements.

Responsibilities

• Lead daily contact center operations to achieve service levels, productivity goals, quality expectations, and customer experience standards.
• Coach, manage performance, and support the professional development of Team Leads and frontline employees.
• Monitor metrics such as service levels, average handle time, call volumes, abandonment rates, first-call resolution, quality scores, and customer satisfaction.
• Analyze workforce trends and staffing requirements to support appropriate scheduling and resource allocation.
• Partner with the Client Experience Manager and VP, Client Experience Quality on quality standards, coaching, calibration, and continuous improvement.
• Partner with the Regional Branch Manager to support operational consistency, brand standards, tier handoffs, and a seamless customer experience.
• Review customer feedback, escalations, complaints, and operational reports; identify recurring issues and implement corrective actions.
• Set clear performance expectations and accountability measures for contact center employees and leaders.
• Conduct performance discussions, coaching sessions, and team meetings to communicate goals, priorities, and organizational updates.
• Collaborate with training, quality assurance, operations, retail banking, and other business units to improve processes, procedures, and client outcomes.
• Support implementation of new products, services, technologies, and operational initiatives in the contact center.
• Ensure adherence to policies, procedures, compliance requirements, and security standards, including applicable BSA/AML requirements.
• Participate in strategic planning related to contact center operations, employee development, client experience, and operational efficiency.
• Prepare and present departmental performance reports, operational updates, and recommendations to leadership.
• Foster a collaborative workplace culture emphasizing teamwork, accountability, continuous learning, and client-focused service.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• 401(k)
• Employee Stock Ownership Plan (ESOP) participation
• Generous paid time off
• Wellness resources
• Tuition Assistance Program covering 100% of eligible tuition expenses and required books and materials

What This Job Offers

• Job Type: Full-time
• Career Level: Manager