Supervisor - Customer Service Call Center

Location: Fayetteville, US | Full-time | Department: BFSI

About the role

The Customer Service Call Center Supervisor leads and oversees a team of customer service representatives supporting the bank's Wealth Management clients. This role ensures exceptional client service, efficient call center operations, regulatory compliance, and achievement of departmental performance goals. The Supervisor serves as a coach, mentor, and subject-matter resource while fostering a client-centric culture focused on service excellence, operational efficiency, and risk management.

Responsibilities

• Team Leadership & Employee Development
  • Supervise, coach, and develop a team of customer service representatives serving Wealth Management clients.
  • Conduct regular performance evaluations, one-on-one meetings, and coaching sessions.
  • Monitor employee productivity, quality, attendance, and adherence to schedules.
  • Support recruitment, onboarding, training, and ongoing development of staff.
  • Foster a positive team environment focused on collaboration, accountability, and continuous improvement.
• Client Service & Relationship Support
  • Ensure delivery of exceptional service to high-net-worth individuals, trust clients, investment clients, and financial advisors.
  • Resolve escalated client concerns and service issues in a timely and professional manner.
  • Promote a client-first culture while maintaining confidentiality and professionalism.
  • Partner with Wealth Advisors, Trust Officers, Portfolio Managers, and other stakeholders to ensure seamless client experiences.
• Call Center Operations
  • Monitor call volume, service levels, response times, and overall performance metrics.
  • Ensure adherence to established service standards, policies, and procedures.
  • Analyze operational reports and workforce management data to optimize staffing and performance.
  • Identify process improvement opportunities to enhance client satisfaction and operational efficiency.
  • Ensure proper documentation of client interactions and service requests.
• Compliance & Risk Management
  • Maintain compliance with banking regulations, internal policies, privacy requirements, and Wealth Management procedures.
  • Ensure team adherence to customer authentication and security protocols.
  • Monitor and mitigate operational risks within client service processes.
  • Assist with audits, regulatory reviews, and quality assurance activities.
• Performance Management
  • Track and report on key performance indicators (KPIs), including:
    • Call quality scores
    • Client satisfaction metrics
    • First-call resolution
    • Service level attainment
    • Average handle time
    • Employee productivity
  • Develop action plans to improve team performance and service outcomes.
  • Recognize and reward high performance while addressing performance concerns as needed.

Requirements

• Education
  • Bachelor's degree in Business, Finance, Management, Communications, or a related field preferred.
  • Equivalent combination of education and experience may be considered.
• Experience
  • 3-5 years of customer service, call center, banking, or financial services experience.
  • 2+ years of supervisory or team leadership experience preferred.

Skills

• Excellent leadership, coaching, and employee development skills.
• Exceptional verbal and written communication abilities.
• Strong problem-solving and conflict-resolution skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with CRM systems, call center technology, Microsoft Office applications, and operational reporting tools.