Customer Care Call Center Supervisor

Job description

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 Quality Assurance / Quality Management (QA/QM) - 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,...