Call Center Supervisor

The Call center Supervisor is responsible for leading the sales and service performance of the bank Call Center. This role sets direction for call center sales execution, ensures consistent customer experience, and drives a high-performance culture across Team Leads and Call Center Sales Representatives. The Call center Supervisor establishes performance expectations and controls, ensures compliance with policies and regulatory requirements, and removes barriers that impact service quality, productivity, and sales results.

The Call center Supervisor serves as a key liaison between the call center and senior leadership. The role provides timely operational and performance reporting, escalates material issues and risks, and executes strategic initiatives and general directives communicated by the Executive Director, who receives institutional priorities from the Board of Directors.

• Directly supervise Team Leads and provide second-level oversight for Call Center Sales Representatives.
• Set clear goals, expectations, and accountability mechanisms; conduct performance reviews and corrective action when needed in partnership with Human Resources.
• Lead hiring, onboarding, scheduling strategy, and staffing plans to ensure adequate coverage and continuity of operations.

Promote a positive, ethical, and inclusive work environment; reinforce standards of professionalism and customer‑first behaviors.

• Develop and execute the call center sales plan aligned to institutional goals (acquisition, retention, cross‑sell, and customer satisfaction).
• Translate strategic priorities and initiatives from the Executive Director into measurable objectives, team targets, and action plans for Team Leads and representatives.
• Partner with Marketing, Product, Digital, and Operations teams to support campaigns, product launches, and customer communications.
• Oversee sales scripts, offer positioning, and sales practices to ensure they are effective, compliant, and consistently applied.

• Define, track, and continuously improve key performance indicators (KPIs) including sales results, conversion rates, average handle time (AHT), first‑call resolution (FCR), customer satisfaction (CSAT), quality assurance (QA) scores, adherence, and case backlogs.
• Review call monitoring results and calibrate expectations with Team Leads; ensure coaching plans are documented and executed.

• Serve as escalation point for complex, sensitive, or high‑risk customer cases beyond Team Lead authority, ensuring timely and appropriate resolution.
• Oversee complaint handling practices and ensure documentation, follow‑up, and customer communication are completed to standard.

Ensure that required video calls or enhanced verification steps are completed for high‑value transactions or complex app‑related concerns, following established procedures.

• Prepare daily/weekly/monthly performance dashboards and executive summaries for the Executive Director, including results vs. targets, forecasts, staffing, operational risks, customer insights, and improvement actions.
• Provide clear and timely escalation of material incidents (system outages, fraud trends, compliance concerns, reputational risks) and coordinate resolution plans with internal stakeholders.
• Support Executive Director requests for Board of Directors reporting by producing accurate data, narratives, and presentations that reflect call center performance and strategic execution.
• Maintain and periodically update operating procedures, controls, and documentation supporting audit readiness and consistent execution.

• Ensure all call center activities comply with bank policies, security requirements, and applicable regulations, including BSA/AML expectations, privacy, and…