Supervisor, Customer Care Center – Digital Banking

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise a team of 15–17 Customer Care Advocates, responsible for the daily performance, productivity, and quality outcomes.

• Offer continuous coaching, on-the-job training, and personalized development plans.

• Act as the main escalation contact for complex customer inquiries.

• Track individual and team performance against KPIs and SLAs through call monitoring, scorecards, and one-on-one meetings.

• Conduct performance evaluations, counseling, progressive discipline, and recognition in collaboration with HR.

• Engage in the interviewing, selection, onboarding, and retention of Customer Care Advocates.

• Ensure compliance with policies, procedures, regulatory standards, and customer data privacy and security protocols.

• Identify opportunities to enhance customer and employee experiences through technological, organizational, and procedural improvements.

• Assist the Senior Manager with call center strategy, staffing plans, training initiatives, and process improvements.

• Provide coverage for colleagues and perform additional tasks as required.

• Organize and oversee the work progress of assigned employees.

• Recruit, select, orient, and train new employees.

• Manage employee performance through development, coaching, counseling, structured one-on-ones, calibration sessions, and tailored development plans.

⛳️ Requirements

• High School Diploma or GED is required; an Associate’s Degree is preferred.

• A minimum of 4 years of experience in a call center/contact center environment within the financial services sector is required.

• Experience in deposit or fraud operations is preferred.

• At least 4 years of supervisory experience is required.

• Proven ability to coach, develop, and motivate frontline employees.

• Strong analytical skills to interpret KPIs and identify performance trends.

• Subject matter expertise in core call center processes and banker’s desktop and phone systems.

• Comfortable with technology and learning new systems.

• Minimum required internet speeds of 75 Mbps download and 25 Mbps upload.

• Availability to work evenings and Saturdays as needed.

• Proficient in Microsoft Office applications: Outlook, Word, PowerPoint, and Excel.

• Excellent verbal, written, and interpersonal communication skills.

• Strong organizational abilities and attention to detail.

• Exceptional problem-solving and time management skills.

• Self-motivated, self-directed, and results-driven.

• Adaptable and capable of multitasking in a fast-paced environment.

• Ability to work independently and collaboratively within a team with a solution-oriented approach.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance plans.

• 4 weeks of paid time off (PTO).

• 401(k) plan with company matching.

• Metro SmartTrip benefits ($50/month).

• Remote or hybrid work options available for most roles.

• Incentives for purchasing solar panels, electric vehicles, biking to work, and more.

• Paid subscriptions to services like Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and additional perks!

• Recognized as a Washington Post Top Workplace for four consecutive years (2023-2026).