Customer Care Center Mgr.

The Care Center Manager leads the daily operations of the Ives Bank customer care center. This role focuses on driving high team performance, optimizing call center workflows, and maintaining strict adherence to state and federal banking compliance standards. The manager is responsible for fostering a culture of excellence, security, and elite customer care across all phone, chat, and digital service channels.

Key Responsibilities:

Customer Service & Quality Assurance 

• Recruit, train, mentor, and evaluate call center supervisors and front-line customer service representatives.
• Monitor and optimize key performance indicators (KPIs) such as average handle time (AHT), first-call resolution (FCR), abandonment rate, and customer satisfaction scores.
• Train call center employees on how to guide customers toward online tools for self-support
• Monitor and refine Chat responses and provide feedback on continued development of tool for best in class customer experience
• Utilize Bank’s CRM platform to unify phone, chat, secure messaging into one workspace 
• Ensure that customer inquiries (inbound/outbound voice, chat, email, social media) are handled efficiently and professionally and provide side by side monitoring with agents to review live calls and develop/enhance communication styles
• Meet a minimum monthly Quality Assurance score of 90%
• Document and share customer feedback with members of leadership to ensure continuous improvement as an organization

Strategic Planning Support

• Work with senior management to facilitate development of staff to support inbound/outbound sales and service initiatives

Operational Efficiency & Reporting

• Identify workflow gaps, update internal procedures, and implement solutions to reduce wait times and scale efficiency.
• Investigate and resolve highly complex customer issues regarding bank accounts,digital banking access, transactions, and loans
• Work alongside branch managers, IT security, and retail operations teams to sync cross-channel client services.
• Prepare and publish monthly statistics reporting and provide actionable suggestions to address issues or capitalize on areas of opportunity in the markets we serve

Educational and Experience Requirements:

• Bachelor’s degree or equivalent work experience
• 3 to 5 years of hand on call center management experience within banking or financial services
• In-depth understanding of standard consumer banking regulations (federal and state) 
• Experience with COCC Insight core banking systems preferred
• Experience with Five9 call center technology preferred 
• Excellent verbal and written communication skills
• Strong problem-solving and multitasking abilities
• Proficiency in computer systems and banking software
• Ability to work in a fast-paced environment and handle high call volumes
• Possess strong professional communication skills and expertise addressing customer concerns in escalated call situations
• Attention to detail and strong organizational skills

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.