Call Center Manager

Merchants Bancorp • Carmel, IN

1d

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 provides leadership, coaching, performance oversight, and development support to Team Leads and frontline representatives, fostering a culture of client focus, employee engagement, accountability, and continuous improvement.

The manager monitors service levels, workforce performance, quality standards, and operational metrics to ensure accurate, consistent, client-centric support across interaction channels. The role partners with internal departments and leadership to resolve service issues, identify opportunities, and implement improvements that enhance client and employee experiences. It also supports compliance with bank policies, procedures, security standards, and applicable regulatory requirements, including BSA/AML as relevant to assigned responsibilities.

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.
• 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.
• Ability to coach, develop, and engage employees while driving accountability and results.
• Strong verbal and written communication skills, including the ability to interact effectively with employees, customers, vendors, and senior leadership.
• 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 and ensure service levels, productivity goals, quality expectations, and customer experience standards are met.
• Coach, develop, and manage the performance of Team Leads and frontline team members.
• Monitor operational 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 needs to align schedules and resources with business demands and service commitments.
• 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 maintain 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.
• Establish 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.
• Participate in strategic planning for 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, dental, and vision coverage.
• 401(k) participation.
• Employee Stock Ownership Plan (ESOP) participation.
• Generous paid time off.
• Wellness resources.
• Tuition Assistance Program covering 100% of eligible tuition expenses, required books, and materials.

What This Job Offers

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