Customer Care Center Team Manager

The Customer Care Center Team Manager provides leadership and direction for Care Center Agents to support high-quality customer service, operational efficiency, and effective daily management of the Customer Care Center. This role oversees staffing, workload distribution, system training, performance management, onboarding, process improvement, policy adherence, business partner relationships, and departmental initiatives.

Position Goals

• Ensure effective daily Customer Care Center operations through appropriate staffing, workload management, schedule coverage, and timely support for customer inquiry resolution. 

• Strengthen team performance through coaching, mentoring, call quality evaluation, quarterly performance reviews, and performance improvement planning when needed.

• Support a consistent employee experience by assisting with hiring, onboarding, technical training, customer service training, and ongoing individual and group development.

• Improve departmental effectiveness by identifying process and procedure gaps, developing tools for team success, and supporting special projects, reporting, and procedure updates.

• Promote alignment with organizational goals, policies, business partner needs, and customer demand across the Customer Care Center

Key Responsibilities

Team Leadership and Daily Operations

• Direct and guide Care Center Agents and Care Center Team Leads in daily Customer Care Center activities.

• Supervise workloads, redistribute tasks as needed, and support effective resolution of inquiries within the Care Center group chat.

• Monitor staffing levels, approve PTO requests, manage timecards, and oversee overtime.

Performance Management and Coaching

• Use call quality monitoring and recording software to evaluate agent performance.

• Train, coach, and mentor agents to achieve performance-related goals.

• Author and deliver quarterly performance reviews and develop and execute Performance Improvement Plans as needed.

Hiring, Onboarding, and Training

• Participate in the hiring process for Care Center Agents and recommend qualified candidates.

• Assist in assessing staffing needs, supporting recruitment efforts and building a talent pipeline.

• Oversee onboarding and training for new hires, including banking systems, customer service skills, and technical skills.

Process Improvement and Department Support

• Identify process and procedure gaps and create tools to support team success.

• Perform special projects at management’s request, including new procedures, procedure updates, and periodic reports for the Care Center or other business partners.

• Assist in planning and executing regular department meetings.

Organizational Alignment and Business Partner Support

• Assist in managing the Customer Care Center in alignment with organizational goals and policies.

• Maintain strong relationships with business partners.

• Work rotating shifts, weekends, holidays, and after-hours support as assigned, with schedules subject to department needs and customer demand.

Special Projects & Additional Duties

• Lead Special Initiatives: Contribute to special initiatives and ad hoc assignments that support evolving business needs and personal professional development.

Key Success Factors

People Leadership: Drives team performance and growth through succession planning, accountability, coaching, engagement, recognition, and performance management.

Customer Focus: Drives customer-centered improvements by identifying root causes, implementing feedback systems, and coaching teams to strengthen relationships and advocate for customer needs.

Communication: Fosters communication by engaging stakeholders with empathy and professionalism, adapting messaging to diverse perspectives, and coaching others to strengthen communication skills.

Planning & Results Orientation: Establishes goals, manages resources and budgets, addresses challenges, monitors progress, and maintains high standards.

Problem Solving & Decision Making: Uses data, clear metrics, and the Tompkins decision making model to anticipate outcomes, manage risks, and coach sound decisions.

• High school diploma or equivalent required; associate's degree preferred.

• Seven years of experience in banking, financial services, or contact center operations required.

• Minimum two years of experience in a leadership, supervisory, team lead, trainer, or SME capacity.

• Demonstrated success coaching and developing employees to achieve performance goals.

• Experience with hiring, onboarding, performance management, quality monitoring, and workforce planning.

• Strong knowledge of banking products, customer service operations, compliance requirements, and contact center technologies.

• Excellent communication, facilitation, conflict resolution, and organizational skills.

• Proficiency in Microsoft Office applications, CRM systems, and workforce management tools.