Customer Care Call Center Supervisor

Firstrust Bank•Horsham, PA

16h•Hybrid

About The Position

As one of the region’s foremost community banking institutions, Firstrust Bank takes pride in fostering leadership. As a Firstrust employee, your growth is our growth. For you, that means great benefits, performance-based pay, a meaningful role, and resources to help your success. For us, that means employees who offer exemplary customer service with a commitment to our values - honesty, integrity and accountability. The Customer Care Supervisor – Call Center is responsible for the day-to-day leadership and performance of a team of Customer Care agents. This role ensures consistent service delivery, operational efficiency, and a world-class customer experience through effective workflow management, quality monitoring, KPI oversight, real-time floor support (“quarterbacking”), and ongoing coaching and development.

Requirements

3+ years of Customer Service Call Center experience
1+ year of supervisory or Team Lead experience
Strong communication and interpersonal skills
Data‑driven mindset with the ability to interpret performance metrics
High degree of organization and follow‑through
Calm under pressure with strong problem‑solving abilities
Ability to balance empathy with accountability

Nice To Haves

Banking experience

Responsibilities

Supervise and support a team of frontline agents to ensure adherence to schedules, workflows, and service levels
Manage daily workforce execution, including call volume distribution, coverage balancing, and intraday adjustments
Act as a real‑time “quarterback” on the floor—monitoring queues, addressing bottlenecks, and redirecting resources as needed
Serve as the first point of escalation for agent questions, customer issues, and system/process interruptions
Partner with leadership on staffing needs, schedule changes, and operational planning
Conduct regular call, email, and chat reviews to assess service quality, accuracy, and compliance
Ensure agents consistently follow policies, procedures, and regulatory requirements
Document quality findings and trends, and collaborate with leadership to implement improvements
Reinforce quality standards through transparent feedback and consistent expectations
Monitor and manage key performance indicators (KPIs) such as CSAT, QA scores, AHT, adherence, productivity, and first-contact resolution
Use performance data and reporting tools to identify trends, risks, and improvement opportunities
Hold agents accountable for performance goals while providing the support and tools needed to succeed
Contribute to leadership reporting by summarizing team performance, risks, and wins
Deliver regular, structured coaching sessions focused on performance improvement and skill development
Provide real‑time feedback and in‑the‑moment guidance during live interactions
Partner with management on recognition, engagement initiatives, and career development conversations
Conduct onboarding and training of new hires and cross‑trained staff
Identify process gaps, recurring issues, or inefficiencies and recommend solutions
Maintain accurate documentation, notes, and records related to performance and coaching
Model professionalism, accountability, and a customer‑first mindset at all times