Customer Care Supervisor
Northwest Community Bank•Avon, CT
•Onsite
About The Position
The Customer Care Supervisor oversees the daily operations of the contact center while providing leadership, coaching, and support to customer care staff. This role ensures exceptional customer service, operational efficiency, regulatory compliance, employee development, and achievement of departmental performance goals.
Requirements
- High school diploma required; Associate’s or Bachelor’s degree preferred
- 3–5 years of banking, customer service, call center, or financial services experience
- 1–2 years of supervisory or leadership experience
- Strong coaching, leadership, and employee development skills
- Demonstrated analytical, organizational, and problem-solving abilities
- Ability to manage multiple priorities in a dynamic environment
- Proficiency with Microsoft Office, CRM systems, and contact center technologies
Nice To Haves
- Leadership & Team Development
- Contact Center Operations
- Performance Coaching & Training
- Customer Experience Management
- Operational Analysis
- Quality Assurance
- Banking Products & Services
- Regulatory Compliance
- Problem Solving & Decision-Making
- Communication & Collaboration
Responsibilities
- Supervise daily customer care operations to ensure service levels and customer experience standards are achieved
- Monitor call volume, productivity, quality assurance results, and key performance indicators
- Provide coaching, training, mentoring, and ongoing performance feedback to team members
- Handle complex customer inquiries, escalated complaints, and sensitive service situations
- Assist with workforce scheduling and resource planning to support operational requirements
- Ensure accurate completion and documentation of customer interactions
- Monitor adherence to policies, procedures, security standards, and regulatory requirements
- Identify process improvement opportunities and recommend operational enhancements
- Prepare management reports and analyze trends affecting customer service performance
- Partner with business units to support referrals, customer engagement initiatives, and organizational objectives
Benefits
- Opportunity to lead a high-performing service team
- Drive operational excellence and continuous improvement initiatives
- Contribute directly to the Bank’s customer-focused growth strategy
- Partner with leadership to enhance service quality and customer satisfaction
- Opportunity for professional growth and leadership development
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
