Contact Center Supervisor (Hybrid) - Woodbridge (Full-time)

About the Role

At Provident Bank, we are committed to delivering exceptional customer experiences through knowledgeable, responsive, and service-focused teams. We are seeking an experienced Contact Center Supervisor to support the daily operations of the Contact Center while providing leadership, coaching, and operational support to a team of customer service professionals.

Responsibilities

• Monitor Contact Center queues, call volume, service levels, abandonment rates, and daily workflow to ensure operational efficiency and customer satisfaction.
• Conduct call monitoring, coaching sessions, and performance feedback discussions to identify employee development opportunities and improve service quality.
• Motivate and support Contact Center staff through ongoing communication, recognition, and coaching.
• Resolve escalated customer inquiries and determine appropriate solutions in accordance with bank policies and procedures.
• Review and process customer requests for service charge refunds based on established guidelines.
• Develop and implement customer service scripts, communications, and sales campaigns supporting bank initiatives and service goals.
• Coordinate and participate in testing activities related to system upgrades and enhancements, including online banking and contact center platforms.
• Document testing results and maintain records in support of audit and compliance requirements.
• Partner with management on departmental projects, process improvements, and operational initiatives.
• Ensure employees complete required compliance and regulatory training programs.
• Assist in supervising General and Product Agent customer service staff.
• Conduct monthly monitoring, coaching, and feedback sessions to identify training needs and support employee development.
• Assist with staff training and coordinate remedial training as needed.
• Assist in completing employee performance reviews.
• Participate in planning activities and assigning work to team members.
• Participate in the developmental process in partnership with management.
• Ensure Contact Center employees complete required compliance training.
• Motivate and encourage employees through positive communication and ongoing feedback.

Qualifications

• High School Diploma or GED required.
• Minimum of five (5) years of experience in banking, financial services, contact center operations, customer service, or a related environment.
• Prior leadership, supervisory, coaching, mentoring, or employee development experience preferred.
• Strong knowledge of retail banking products, services, policies, and customer service best practices.
• Excellent verbal communication, interpersonal, and relationship-building skills.
• Proven ability to resolve complex customer concerns and make sound business decisions in a fast-paced environment.
• Strong analytical, organizational, problem-solving, and decision-making abilities.
• Ability to manage multiple priorities, meet deadlines, and adapt to changing business needs.
• Demonstrated ability to establish and maintain effective working relationships with customers, employees, managers, and business partners.
• Proficiency with Microsoft Office applications and general PC systems.
• Experience with contact center technologies, online banking platforms, and system testing initiatives is preferred.

Skills

• A passion for creating exceptional customer experiences.
• Strong leadership and coaching capabilities.
• The ability to inspire and develop high-performing teams.
• A commitment to service excellence, collaboration, and continuous improvement.
• Sound judgment, professionalism, and a solutions-oriented mindset.
• The ability to thrive in a dynamic environment while balancing customer needs and operational priorities.

Benefits

At Provident Bank, you'll have the opportunity to make a meaningful impact on our customers, communities, and employees. We are committed to fostering a culture of teamwork, accountability, professional growth, and service excellence. Join a collaborative organization where your leadership and expertise will help shape the future of our customer experience.

Pay

$31.18 - 38.97/hourly. Please note, the base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs.

Working Conditions

• Prolonged sitting.
• Lifting from 5 to 10 lbs (printer paper, storage boxes).
• Occasional bending or overhead lifting (storing files or boxes).
• Work is performed in a normal office environment. Noise levels are usually moderate.
• May also involve travel to property locations.

Hazards

The hazards are mainly those present in a normal office setting and those present in commuting by car. Occasionally, they may be exposed to conditions present in public forums and meeting places.