Bank Call Center Team Manager

The Bank Call Center Team Manager oversees the daily activities of a small customer support team and provides direction on how to effectively improve their service quality, accomplish customer care goals and enhance relationships between the client and the contact center.

• Establishes work procedures and processes that support organizational and contact center department standards, procedures and strategic initiatives.
• Ensures customer service calls are answered in a timely, efficient and knowledgeable manner.
• Organizes training programs for team members to improve their client services knowledge and overall service levels.
• Identifies system and workflow improvements to enhance the team s service quality and efficiency.
• Maintains and tracks client call performance data and compiles reports to inform senior management.
• Manages the performance of team members through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional customer service strategies and to foster team member engagement, motivation and development.

• No Advanced Degree Required Preferred

• 3+ years of experience managing a call center team within the banking or financial services industry

• 5+ years of leadership experience
• Experience as a lead or people manager in a contact center environment
• Experience working in a banking environment and knowledge of banking rules and regulations
• Ability to actively coach junior members of the team
• Willing to research new policies and procedures
• Great communication skills with the ability to gracefully handle changing business needs
• Ability to work with multiple bank systems (IBS, Client Connect, etc.)

• 3+ Years Required; 5+ Years Preferred

• Sedentary Work

7PL

$66,100 - $89,500

Ever Bank, N.A. is a nationwide specialty bank providing high-value products and services to consumer and commercial clients nationwide. As a pioneer in online banking, we offer convenient digital access for clients 24/7, in addition to phone banking services and a network of financial centers.

The Company s commitment is to deliver to our clients high-performing, high-yield solutions backed by exceptional service, always giving them the advantage they expect, to make the most of their money.

VEVRAA Federal Contractor

Member FDIC

Ever Bank, N.A. is committed to the well-being of its associates. That s why we offer a comprehensive Total Rewards package commensurate with the position and job-related qualifications, skills and knowledge. The Company s comprehensive Total Rewards package provides choice and flexibility and respects differences. The following benefits are available through the Company:

• Medical, dental, vision & HSA/FSA
• 401(k) savings
• Paid holidays & generous PTO
• Additional wellness & voluntary benefits

• Tuition reimbursement
• Commuter Benefits
• Life and Disability Insurance

Posting end date: 1/23/26