What are the responsibilities and job description for the Customer Service Center Manager (Call Center – onsite) position at Newtown Savings Bank?
Location: Newtown, CT
Newtown Savings Bank is seeking a high-energy leader for the role of Customer Service Center (CSC) Manager. The CSC Manager is a responsible for daily operations and long-term success of the Customer Service Center (Call Center). This role ensures exceptional service delivery across all channels, while driving innovation, reducing customer effort, and improving operational efficiency. The CSC Manager will leverage customer feedback, journey insights, and service interactions to enhance experiences, streamline processes, personalize support, and foster a high-performing, customer-focused culture aligned with organizational goals.
Our CSC Center is in Newtown, CT. Reliable attendance and flexibility to support Saturday coverage and staffing needs is required.
PRIMARY RESPONSIBILITIES:
Operational Leadership
Oversee daily operations of the Customer Service Center, ensuring service standards are met across phone, chat, email, and digital channels. Monitor call queues, workflow, and staffing to maintain optimal coverage and responsiveness. Collaborate with other departments to ensure alignment and smooth operations.
Strategic Execution & Technology Ownership
Advance the implementation of strategic priorities aligned with the Bank’s goals. Own and manage Customer Service Center technology platforms, ensuring they are optimized for performance, scalability, and customer experience. Identify and implement efficiency opportunities through technology and process improvements. Stay current with industry trends and emerging technologies to proactively drive innovation and continuous improvement across the Customer Service Center.
Customer Experience & Quality Assurance
Monitor service quality through call reviews, customer feedback, and insights gathered from internal tools. Resolve escalated customer issues with discretion and professionalism. Champion best practices and innovations to deliver outstanding customer experiences.
Team Development & Performance Management
Lead the hiring, onboarding, training, coaching, and development of a high-performing team. Establish and monitor SMART goals, conduct regular performance evaluations, and create personalized development plans to support career growth. Collaborate closely with the training department to design, implement, and maintain comprehensive training programs for the Customer Service Center (CSC).
Facilitate ongoing check-ins and quality management reviews to ensure individual and team performance aligns with organizational expectations. Proactively identify opportunities for skill enhancement and process optimization. Foster a culture of engagement, accountability, and continuous improvement, empowering team members to deliver exceptional customer experiences. Partner with the VP, Digital Solutions and Customer Service Center to define and track key performance metrics that uphold service excellence and drive customer satisfaction.
Reporting and Compliance
Ensure compliance with audit, regulatory, and internal policy/procedure requirements, including CIP, BSA, AML, and OFAC. Maintain and regularly update department procedures to reflect current standards and best practices. Analyze Customer Service Center performance data and prepare reports (e.g., KPIs, incentive tracking). Use insights to inform staffing, training, and strategic decisions, and collaborate with other departments to ensure alignment and smooth operations.
Efficiency
Ensure that efficiency within your functional areas of responsibility is consistent with or better than peer organizations and other industry competitors by remaining abreast of industry trends and taking action when appropriate. Oversee the identification and implementation of efficiency opportunities within your area and in collaboration with other areas.
Community
Support the Bank’s mission, pillars, and Habits of Success by actively participating in community activities volunteer opportunities.
POSITION REQUIREMENTS:
- Associate degree, or 3-5 years banking management experience or equivalent.
- Proven success in managing customer service teams within banking or financial services, with a strong emphasis on meeting performance metrics, team development, and overseeing day-to-day operations.
- Demonstrated ability to lead teams toward continuous improvement, accountability, and service excellence.
- Excellent communication and problem-solving skills, especially in resolving escalated issues and coaching staff.
- A passion for innovation and a desire to leverage technology to improve customer experience and operational efficiency are essential.
- Reliable attendance and flexibility to support Saturday coverage and staffing needs are also required.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Any physical demands or work conditions 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.
Full time employees also receive a complete benefit package including a generous 401(k), medical benefits, paid time off, and short and long term disability programs.
Newtown Savings Bank is an equal opportunity employer and complies with affirmative action programs for qualified veterans and individuals with disabilities. Newtown Savings Bank shall not discriminate against any employee or applicant for employment based on race, color, religion, gender, age, marital status, national origin/ancestry, sexual orientation, gender identity, disability status, protected veteran status, or any other legally protected status.
