What are the responsibilities and job description for the Customer Care Supervisor position at Northwest Community Bank?
Customer Care Supervisor
Operations | Banking
Summary of the Role
The Customer Care Supervisor oversees the daily operations of the contact center while providing leadership, coaching, and support to customer care staff. This role ensures exceptional customer service, operational efficiency, regulatory compliance, employee development, and achievement of departmental performance goals.
Key Responsibilities
- Supervise daily customer care operations to ensure service levels and customer experience standards are achieved
- Monitor call volume, productivity, quality assurance results, and key performance indicators
- Provide coaching, training, mentoring, and ongoing performance feedback to team members
- Handle complex customer inquiries, escalated complaints, and sensitive service situations
- Assist with workforce scheduling and resource planning to support operational requirements
- Ensure accurate completion and documentation of customer interactions
- Monitor adherence to policies, procedures, security standards, and regulatory requirements
- Identify process improvement opportunities and recommend operational enhancements
- Prepare management reports and analyze trends affecting customer service performance
- Partner with business units to support referrals, customer engagement initiatives, and organizational objectives
Skills
Leadership & Team Development Contact Center Operations
Performance Coaching & Training Customer Experience Management
Operational Analysis Quality Assurance
Banking Products & Services Regulatory Compliance
Problem Solving & Decision-Making Communication & Collaboration
Qualifications
- High school diploma required; Associate’s or Bachelor’s degree preferred
- 3–5 years of banking, customer service, call center, or financial services experience
- 1–2 years of supervisory or leadership experience
- Strong coaching, leadership, and employee development skills
- Demonstrated analytical, organizational, and problem-solving abilities
- Ability to manage multiple priorities in a dynamic environment
- Proficiency with Microsoft Office, CRM systems, and contact center technologies
Why Join Us
- Opportunity to lead a high-performing service team
- Drive operational excellence and continuous improvement initiatives
- Contribute directly to the Bank’s customer-focused growth strategy
- Partner with leadership to enhance service quality and customer satisfaction
- Opportunity for professional growth and leadership development
Work Environment & Physical Requirements
- Primarily office-based role requiring prolonged sitting and computer use
- Frequent telephone usage and interaction with customers and employees
- Use of standard office equipment
- Occasional standing, walking, bending, and lifting up to 10 pounds
- Extended periods of visual focus and computer screen use
- Regular attendance is an essential function of the position
Equal Opportunity Employer
We are committed to creating an inclusive and diverse workplace. Employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, sex, national origin, veteran status, or any other protected status.