Customer Service Center Manager

Customer Service Center Manager

Newtown Savings Bank is seeking a high‑energy leader for the role of Customer Service Center (CSC) Manager
. The CSC Manager is responsible for the day‑to‑day operations and long‑term success of the Customer Service Center (Call Center). This role ensures exceptional service delivery across all channels while driving innovation, reducing customer effort, and improving operational efficiency. The CSC Manager will leverage customer feedback, journey insights, and service interactions to enhance experiences, streamline processes, personalize support, and foster a high‑performing, customer‑focused culture aligned with organizational goals.

The CSC Center is located in Newtown, CT. Reliable attendance and flexibility to support Saturday coverage and staffing needs are required.

Operational Leadership

Oversee daily operations of the CSC, ensuring service standards are met across phone, chat, email, and digital channels. Monitor call queues, workflow, and staffing to maintain optimal coverage and responsiveness. Collaborate with other departments to ensure alignment and smooth operations.

Strategic Execution & Technology Ownership

Advance the implementation of strategic priorities aligned with the Bank’s goals. Own and manage CSC technology platforms, ensuring optimal performance, scalability, and customer experience. Identify and implement efficiency opportunities through technology and process improvements. Stay current with industry trends and emerging technologies to proactively drive innovation and continuous improvement.

Customer Experience & Quality Assurance

Monitor service quality through call reviews, customer feedback, and internal tools. Resolve escalated customer issues with discretion and professionalism. Champion best practices and innovations to deliver outstanding customer experiences.

Team Development & Performance Management

Lead the hiring, onboarding, training, coaching, and development of a high‑performing team. Establish and monitor SMART goals, conduct regular performance evaluations, and create personalized development plans. Collaborate closely with the training department to design, implement, and maintain comprehensive training programs for the CSC. Facilitate ongoing check‑ins and quality management reviews to ensure individual and team performance aligns with organizational expectations. Partner with the VP, Digital Solutions and CSC to define and track key performance metrics that uphold service excellence.

Reporting and Compliance

Ensure compliance with audit, regulatory, and internal policy requirements, including CIP, BSA, AML, and OFAC. Maintain and update department procedures to reflect current standards and best practices. Analyze CSC performance data and prepare reports (e.g., KPIs, incentive tracking). Use insights to inform staffing, training, and strategic decisions, collaborating with other departments to ensure alignment and smooth operations.

Community

Support the Bank’s mission, pillars, and Habits of Success by actively participating in community activities and volunteer opportunities.

• Associate degree, or 3‑5 years of banking management experience or equivalent.
• Proven success in managing customer service teams within banking or financial services, with a strong emphasis on meeting performance metrics, team development, and day‑to‑day operations.
• Demonstrated ability to lead teams toward continuous improvement, accountability, and service excellence.
• Excellent communication and problem‑solving skills, especially in resolving escalated issues and coaching staff.
• A passion for innovation and a desire to leverage technology to improve customer experience and operational efficiency.
• Reliable attendance and flexibility to support Saturday coverage and staffing needs.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Any…