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Bank Call Center Team Manager
full-time•Lewisville
About this role
Bank Call Center Team Manager
The Client Experience Coach 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.
Key Responsibilities and Duties
- 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.
Educational Requirements
- No Advanced Degree Required Preferred
Minimum Qualifications
- 3+ years of experience managing a call center team within the banking or financial services industry
Preferred Qualifications
- 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.)
Role Specific Work Experience
- 3+ Years Required; 5+ Years Preferred
Physical Requirements
- Physical Requirements: Sedentary Work
Career Level
7PL
Qualifications
Posting end date: 1/19/26
What you'll do
- The Bank Call Center Team Manager oversees the daily activities of a customer support team, ensuring service quality and customer care goals are met. They also organize training programs and manage team performance through regular feedback and performance reviews.
About EverBank
We’re a premium performance banking partner. A specialty bank that delivers reliability, security and deep expertise in the form of high-value products and services to consumer and commercial clients across the nation online or at our financial centers in Florida and California. We’re committed to ensuring your money reaches its greatest potential. As a client, you will always have the advantage.
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Frequently Asked Questions
What does a Bank Call Center Team Manager do at EverBank?
As a Bank Call Center Team Manager at EverBank, you will: the Bank Call Center Team Manager oversees the daily activities of a customer support team, ensuring service quality and customer care goals are met. They also organize training programs and manage team performance through regular feedback and performance reviews..
Is the Bank Call Center Team Manager position at EverBank remote?
The Bank Call Center Team Manager position at EverBank is based in Lewisville, Texas, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Bank Call Center Team Manager position at EverBank?
You can apply for the Bank Call Center Team Manager position at EverBankdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.