Customer Care Call Center Supervisor

Firstrust Bank Recognizes the Leader in You

As one of the region's foremost community banking institutions, we take pride in fostering leadership.

As a Firstrust employee, your growth is our growth. For you, that means great benefits, performance-based pay, a meaningful role, and resources to help your success. For us, that means employees who offer exemplary customer service with a commitment to our values - honesty, integrity and accountability.

Hybrid Position

The Customer Care Supervisor – Call Center is responsible for the day-to-day leadership and performance of a team of Customer Care agents. This role ensures consistent service delivery, operational efficiency, and a world-class customer experience through effective workflow management, quality monitoring, KPI oversight, real-time floor support ("quarterbacking"), and ongoing coaching and development.

Job Duties and Responsibilities:

Team Leadership & Workflow Management

• Supervise and support a team of frontline agents to ensure adherence to schedules, workflows, and service levels
• Manage daily workforce execution, including call volume distribution, coverage balancing, and intraday adjustments
• Act as a real-time "quarterback" on the floor—monitoring queues, addressing bottlenecks, and redirecting resources as needed
• Serve as the first point of escalation for agent questions, customer issues, and system/process interruptions
• Partner with leadership on staffing needs, schedule changes, and operational planning

Quality Assurance / Quality Management (QA/QM)

• Conduct regular call, email, and chat reviews to assess service quality, accuracy, and compliance
• Ensure agents consistently follow policies, procedures, and regulatory requirements
• Document quality findings and trends, and collaborate with leadership to implement improvements
• Reinforce quality standards through transparent feedback and consistent expectations

KPI & Performance Management

• Monitor and manage key performance indicators (KPIs) such as CSAT, QA scores, AHT, adherence, productivity, and first-contact resolution
• Use performance data and reporting tools to identify trends, risks, and improvement opportunities
• Hold agents accountable for performance goals while providing the support and tools needed to succeed
• Contribute to leadership reporting by summarizing team performance, risks, and wins

Coaching, Development & Engagement

• Deliver regular, structured coaching sessions focused on performance improvement and skill development
• Provide real-time feedback and in-the-moment guidance during live interactions
• Partner with management on recognition, engagement initiatives, and career development conversations
• Conduct onboarding and training of new hires and cross-trained staff

Operational Excellence & Collaboration

• Identify process gaps, recurring issues, or inefficiencies and recommend solutions
• Maintain accurate documentation, notes, and records related to performance and coaching
• Model professionalism, accountability, and a customer-first mindset at all times

Physical and Sensory Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• The incumbent will be expected to operate a computer terminal.

Potential On-the-Job Risks:

• Must be performed with or without reasonable accommodations include physical requirements. While performing the essential functions of this position, the employee is regularly required to type using a computer, tablet, smartphone, or other device. The employee may be subject to repetitive motion of the wrists, hands, and fingers. Will be expressing, receiving, and exchanging ideas via a multi-phone system. The employee must be able to prepare, analyze figures and operate a computer terminal.

Education, Training and Experience:

• 3+ years of Customer Service Call Center experience. Banking experience is a plus.
• 1+ year of supervisory or Team Lead experience.
• Strong communication and interpersonal skills
• Data-driven mindset with the ability to interpret performance metrics
• High degree of organization and follow-through
• Calm under pressure with strong problem-solving abilities
• Ability to balance empathy with accountability

Firstrust Bank provides equal employment opportunity without regard to race, color, creed, sex (including pregnancy), age, gender, (including gender nonconformity and status as a transgender or transsexual individual), physical or mental disability, religion, national origin, genetics, marital status, veteran's status, ancestry, citizenship, sexual orientation, or other characteristics protected by applicable law. This policy applies to all areas of employment, including, without limitation, recruitment, hiring, training and development, promotion, transfer, termination, compensation, benefits, and all other conditions and privileges of employment in accordance with applicable federal, state and local laws.

Firstrust Bank is an Equal Opportunity Employer. If you have a disability and need an accommodation to complete the application process, please email Firstrust Bank Human Resources Department View email address on click.appcast.io. Include your full name, best way to reach you, and the accommodation needed to assist with the application process. Firstrust provides reasonable accommodations so that disabled individuals may participate in the application and selection process. Please state your reasonable accommodation request for assistance in your message.

Only reasonable accommodation requests related to applying for a specific position within Firstrust will be reviewed at the email address and phone number supplied. Please advise Firstrust of any accommodation you require to express an interest in a specific opening by emailing or calling: View email address on click.appcast.io or View phone number on click.appcast.io.