Position Summary

At Provident Bank, we are committed to delivering exceptional customer experiences through knowledgeable, responsive, and service-focused teams. We are seeking an experienced Contact Center Supervisor to support the daily operations of the Contact Center while providing leadership, coaching, and operational support to a team of customer service professionals.

This position is responsible for maintaining day-to-day workflow, monitoring service levels, developing employees, resolving escalated customer concerns, supporting system testing initiatives, and partnering with management to ensure the Contact Center consistently delivers exceptional service and achieves departmental objectives.

Key Responsibilities

• Monitor Contact Center queues, call volume, service levels, abandonment rates, and daily workflow to ensure operational efficiency and customer satisfaction.
• Conduct call monitoring, coaching sessions, and performance feedback discussions to identify employee development opportunities and improve service quality.
• Motivate and support Contact Center staff through ongoing communication, recognition, and coaching.
• Resolve escalated customer inquiries and determine appropriate solutions in accordance with bank policies and procedures.
• Review and process customer requests for service charge refunds based on established guidelines.
• Develop and implement customer service scripts, communications, and sales campaigns supporting bank initiatives and service goals.
• Coordinate and participate in testing activities related to system upgrades and enhancements, including online banking and contact center platforms.
• Document testing results and maintain records in support of audit and compliance requirements.
• Partner with management on departmental projects, process improvements, and operational initiatives.
• Ensure employees complete required compliance and regulatory training programs.

Leadership Responsibilities

• Assist in supervising General and Product Agent customer service staff.
• Conduct monthly monitoring, coaching, and feedback sessions to identify training needs and support employee development.
• Assist with staff training and coordinate remedial training as needed.
• Assist in completing employee performance reviews.
• Participate in planning activities and assigning work to team members.
• Participate in the developmental process in partnership with management.
• Ensure Contact Center employees complete required compliance training.
• Motivate and encourage employees through positive communication and ongoing feedback.

Qualifications

• High School Diploma or GED required.
• Minimum of five (5) years of experience in banking, financial services, contact center operations, customer service, or a related environment.
• Prior leadership, supervisory, coaching, mentoring, or employee development experience preferred.
• Strong knowledge of retail banking products, services, policies, and customer service best practices.
• Excellent verbal communication, interpersonal, and relationship-building skills.
• Proven ability to resolve complex customer concerns and make sound business decisions in a fast-paced environment.
• Strong analytical, organizational, problem-solving, and decision-making abilities.
• Ability to manage multiple priorities, meet deadlines, and adapt to changing business needs.
• Demonstrated ability to establish and maintain effective working relationships with customers, employees, managers, and business partners.
• Proficiency with Microsoft Office applications and general PC systems.
• Experience with contact center technologies, online banking platforms, and system testing initiatives is preferred.

What You'll Bring

• A passion for creating exceptional customer experiences.
• Strong leadership and coaching capabilities.
• The ability to inspire and develop high-performing teams.
• A commitment to service excellence, collaboration, and continuous improvement.
• Sound judgment, professionalism, and a solutions-oriented mindset.
• The ability to thrive in a dynamic environment while balancing customer needs and operational priorities.

Why Join Provident Bank?

At Provident Bank, you'll have the opportunity to make a meaningful impact on our customers, communities, and employees. We are committed to fostering a culture of teamwork, accountability, professional growth, and service excellence. Join a collaborative organization where your leadership and expertise will help shape the future of our customer experience.

Provident Bank is an Equal Opportunity Employer and values diversity, equity, and inclusion in the workplace.

OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

WORKING CONDITIONS:

• Prolonged sitting
• Lifting from 5 to 10 lbs (printer paper, storage boxes)
• Occasional bending or overhead lifting (storing files or boxes)

Work is performed in a normal office environment. Noise levels are usually moderate. May also involve travel to property locations.

HAZARDS:

The hazards are mainly those present in a normal office setting and those present in commuting by car. Occasionally, they may be exposed to those conditions present in public forums and meeting places.

This job description may not be all-inclusive.  Employees are expected to perform other duties as assigned and directed by management.  Job descriptions and duties may be modified when deemed appropriate by management.

Provident Bank recognizes and supports the importance of creating a socially and culturally diverse employee base. We understand, value, and appreciate the unique perspectives that a diverse workforce can contribute to our organization. We put the employee and the customer at the center of strategy because culture is a critical differentiator for why people choose to work here. 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.

Pay Details:

$31.18 - 38.97/hourly

Please note, the base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs.