Call Center Manager

Call Center Manager

At Liberty Bank & Trust, banking is rooted in opportunity, community, and exceptional customer service. As Call Center Manager, you'll lead the day-to-day operations and continuous improvement of the E-Contact Center, ensuring customers receive timely, accurate, secure, and professional support across telephone and digital channels. You'll oversee staffing, service levels, quality assurance, employee development, escalated customer concerns, reporting, and compliance while partnering with teams across Retail, Deposit Operations, Digital Banking, Fraud, IT, Compliance, and more to create a seamless customer experience.

Essential Duties and Responsibilities

• Lead, supervise, coach, and develop Customer Care Representatives, Digital Banking Specialists, and other assigned E-Contact Center personnel; manage staffing, schedules, performance expectations, training, coaching, and employee development.
• Direct daily inbound and outbound contact center operations, managing call queues, workflows, staffing assignments, service-level standards, and contingency procedures to support efficient and seamless service delivery.
• Ensure every interaction reflects Liberty Bank & Trust's standards for courtesy, empathy, accuracy, ownership, confidentiality, and timely resolution; handle complex or escalated customer concerns and coordinate appropriate resolutions.
• Establish, monitor, and report key performance indicators, including call volume, average speed of answer, abandonment rate, average handle time, first-contact resolution, service level, quality scores, customer satisfaction, schedule adherence, and referral activity.
• Ensure staff is proficient in Five9, Fiserv Premier and related platforms, online and mobile banking, Access Manager, debit card systems, imaging and customer relationship tools, and other applications assigned to the department.
• Ensure departmental activities comply with applicable banking laws and regulations, Bank policies, privacy requirements, information-security standards, and customer authentication procedures; coordinate with Fraud, Deposit Operations, Compliance, BSA, Information Security, and other areas regarding trends, alerts, complaints, and control improvements.
• Develop, maintain, and enforce current departmental procedures, scripts, job aids, escalation paths, and service standards; evaluate processes and recommend automation, workflow, staffing, or technology improvements that strengthen service, efficiency, security, and control.

Supervisory Responsibilities

Directly supervises assigned E-Contact Center personnel. Responsibilities include workforce planning, scheduling, interviewing, hiring, onboarding, training, assigning and directing work, monitoring quality, coaching, evaluating performance, recognizing employees, administering corrective action, addressing complaints, and resolving workplace and operational issues in accordance with Bank policy and applicable law.

Best-in-Class Benefits and Culture:

We value our employees' time and efforts. Our commitment to your success is enhanced by a competitive compensation of $60,000 - $70,000 depending on experience, and an extensive benefits package including:

• Comprehensive health coverage: Medical, dental, and vision insurance provided
• Robust retirement planning: 401(k) plan available with employer matching
• Financial security: Life and disability insurance for added protection
• Flexible financial options: Health savings and flexible spending accounts offered

Plus, we work to maintain the best environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where everyone feels encouraged to contribute to our processes, decisions, planning, and culture.

To thrive/succeed as the Call Center Manager, you should have:

• Bachelor's degree in business, finance, management, or a related field preferred, with an equivalent combination of education and relevant experience considered.
• Minimum of five years of progressively responsible banking, financial services, contact center, or customer service experience, including at least two years in a supervisory or management role.
• Experience in retail banking, deposit products, digital banking, debit cards, fraud prevention, complaint resolution, and contact center operations strongly preferred.
• Working knowledge of banking products, customer service practices, digital delivery channels, operational controls, privacy, security, and applicable consumer compliance requirements.
• Strong leadership, coaching, decision-making, problem-solving, conflict-resolution, organizational, and change-management skills, with the ability to manage multiple priorities and remain composed during escalations.
• Excellent written and verbal communication skills, with the ability to communicate clearly with customers, employees, and senior management and maintain strict confidentiality.
• Ability to analyze performance data, identify trends and root causes, prepare reports, and implement practical improvements; proficiency with Microsoft Office, particularly Outlook, Word, Excel, and PowerPoint, with experience using Five9, Fiserv Premier, and digital banking platforms preferred.

Your leadership can make every customer connection count. Step into a role where you'll lead the team, elevate the experience, and help shape the future of banking at Liberty Bank & Trust. Apply today!

We are an equal opportunity employer that welcomes and encourages diversity in the workplace. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We will consider qualified applicants with criminal histories for employment.