Contact Center Supervisor

Ballston Spa National Bank • Ballston Spa, NY

3d

About The Position

Invest in Your Future at BSNB! We are growing! BSNB is seeking an experienced customer-focused individual to join our Customer Support Team as a Contact Center Supervisor , to ensure the best customer experience for our current and future customers! Join a nationally recognized bank and a capital region Best Place to Work! A DAY IN THE LIFE In this role, you will lead a team of contact center representatives responsible for delivering high-quality customer service while identifying opportunities to deepen customer relationships through appropriate product and service recommendations. This role provides daily operational leadership, coaching, and performance management while ensuring compliance with all applicable banking regulations and internal policies.

Requirements

• High school diploma or GED required, associate or bachelor's degree in business or related field preferred.
• Three to five years of customer service experience required, preferably in a banking call center or retail branch environment.
• Prior customer service experience required.
• Prior supervisory experience required.
• Experience supporting both service and sales objectives in a regulated environment preferred.
• Must have a working knowledge of spreadsheet and word processing software.

Responsibilities

• Supervise Contact Center staff ensuring that customer calls are answered promptly and questions are handled professionally and to the customer's satisfaction
• Supervise, coach, and develop a team of contact center representatives handling phone, secure messaging, and digital interactions
• Foster a balanced performance culture focused on service excellence, relationship building, and responsible sales
• Coach staff on identifying customer needs and making appropriate referrals to appropriate line of business partners
• Monitor and analyze performance metrics including service levels, quality scores, sales/referrals, and customer satisfaction.

Benefits

• BSNB offers a generous compensation and benefits package.
• This includes medical, dental, vision, company-paid life insurance, voluntary insurances, both a 401(k) Plan with a company match and a pension plan, and tuition reimbursement.
• We invest in you with a generous paid time off package along with 11 paid holidays.
• We believe providing a work-life balance is key to your success and investing in your professional development is key to your growth and satisfaction.
• BSNB provides all employees and applicants an equal employment opportunity in the manner required by law in all aspects of employment regardless of race, color, religion, creed, national origin, age, sex, sexual orientation, gender identity or expression, marital status, military status, disability, predisposing genetic characteristics, domestic violence victim status or any other status protected by local, state, or federal law.
• BSNB is a VEVRAA employer and has a desire for priority referrals of protected veterans.
• We thank all applicants for their interest and will contact those candidates who are under consideration.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED