Customer Care Center Team Manager

Tompkins Community Bank•City of Batavia, NY

11d

About The Position

The Customer Care Center Team Manager provides leadership and direction to Care Center Agents and Team Leads to support high-quality customer service, operational efficiency, and effective daily management of the Customer Care Center. The role oversees staffing, workload distribution, schedule coverage, performance management, onboarding and training, process improvement, policy adherence, business partner relationships, and departmental initiatives. The manager supports customer inquiry resolution and aligns operations with organizational goals, policies, business partner needs, and customer demand. The position develops team performance through coaching, mentoring, call quality evaluation, quarterly performance reviews, and performance improvement plans when needed. It also supports hiring, employee development, procedure updates, reporting, and special projects. Work may include rotating shifts, weekends, holidays, and after-hours support as assigned, with schedules subject to departmental needs and customer demand.

Requirements

High school diploma or equivalent required.
Seven years of experience in banking, financial services, or contact center operations required.
At least two years of experience in a leadership, supervisory, team lead, trainer, or subject matter expert capacity.
Demonstrated success coaching and developing employees to achieve performance goals.
Experience with hiring, onboarding, performance management, quality monitoring, and workforce planning.
Strong knowledge of banking products, customer service operations, compliance requirements, and contact center technologies.
Excellent communication, facilitation, conflict resolution, and organizational skills.
Proficiency in Microsoft Office applications, CRM systems, and workforce management tools.

Nice To Haves

Associate's degree preferred.

Responsibilities

Direct and guide Care Center Agents and Care Center Team Leads in daily Customer Care Center activities.
Supervise workloads, redistribute tasks as needed, and support effective resolution of inquiries within the Care Center group chat.
Monitor staffing levels, approve PTO requests, manage timecards, and oversee overtime.
Use call quality monitoring and recording software to evaluate agent performance.
Train, coach, and mentor agents to achieve performance-related goals.
Author and deliver quarterly performance reviews and develop and execute Performance Improvement Plans as needed.
Participate in hiring Care Center Agents and recommend qualified candidates.
Assist in assessing staffing needs, supporting recruitment efforts, and building a talent pipeline.
Oversee onboarding and training for new hires, including banking systems, customer service skills, and technical skills.
Identify process and procedure gaps and create tools to support team success.
Perform special projects at management’s request, including new procedures, procedure updates, and periodic reports for the Care Center or other business partners.
Assist in planning and executing regular department meetings.
Assist in managing the Customer Care Center in alignment with organizational goals and policies.
Maintain strong relationships with business partners.
Work rotating shifts, weekends, holidays, and after-hours support as assigned, with schedules subject to department needs and customer demand.
Contribute to special initiatives and ad hoc assignments that support evolving business needs and professional development.