Call Center Manager

Overview

Join to apply for the Call Center Manager role at Lead
. Lead is a fintech building banking infrastructure for embedded financial products and services. We operate an FDIC-insured bank headquartered in Kansas City, Missouri, with offices in San Francisco, Sunnyvale, and New York City where our technical, product, design, and legal teams operate. Lead blends regulatory and technological expertise to help our fintech partners scale their operations with compliance and creativity.

As a Community Bank, we provide personalized banking services and solutions to support businesses, individuals, and charitable organizations in the Kansas City Metropolitan Area, both in branch and online. We are committed to fostering strong relationships and supporting local economic growth.

• Lead the team responsible for both direct client support and triaging inquiries from BaaS partner end-customers
• Oversee day-to-day call center operations and ensure inquiries are handled with clarity, efficiency, and professionalism
• Coach, evaluate, and support the Call Center Specialists to drive continuous improvement
• Set the tone for service excellence and ensure alignment with standard procedures and compliance processes
• Identify service trends and provide insights to improve client and partner experiences
• Manage escalated calls and equip the team to navigate complex interactions with empathy and precision
• Respond to direct client questions and routed questions from branches, operations, and loan-teams
• Monitor call center performance, reporting, service level expectations, and software utilization
• Contribute to strategic initiatives to enhance overall client experience
• Adhere to banking policies, procedures, and regulatory compliance requirements to ensure security and confidentiality of client information
• Complete account maintenance and process client transactions
• Perform other duties as assigned

• A minimum of 2 years of banking experience, with experience in a call center or high-volume client service environment strongly preferred
• Demonstrated ability to support team success through service delivery, collaboration, and openness to new tools and processes
• Experience leading through high-contact volume, coaching for tone and consistency, and resolving complex service situations
• Strong organizational skills with ability to manage multiple time-sensitive projects
• Self-starter with a proactive communication style and willingness to lead by example
• Team player who collaborates to achieve efficient results
• Excellent caller care skills and ability to communicate clearly with a wide range of callers, including escalated inquiries
• Excellent oral and written communication skills
• Growth mindset, curiosity, humility, and openness to new ideas

• Competitive compensation based on experience, geographic location, and role
• Medical, Dental, Vision, Life, 401k Matching, and other wellness benefits (FSA, HSA, HRA)
• Paid parental leave
• Flexible vacation policy, including PTO and paid holidays
• A collaborative team environment with opportunities for career growth
• Inclusive culture committed to equal employment opportunity for all regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions