Contact Center Supervisor (Banking)

Location: Buffalo, NY, United States; on-site, full-time

Salary: $63,300–$75,000 per year, plus benefits.

Company

hirify.global provides banking services and operates customer support and loan support contact center functions.

What you will do

• Supervise daily operations and performance of Contact Center Customer Support and Loan Support teams across all delivery channels.
• Provide real-time direction, floor support, and escalation handling for Contact Center Specialists.
• Conduct coaching sessions, team meetings, call monitoring, and quality reviews to maintain service levels and compliance.
• Support training, reward and recognition programs, and the development of additional training plans.
• Set goals and targets, identify operational and customer improvement opportunities, and collaborate with leadership.
• Address employee matters and performance issues while ensuring error reduction and minimizing losses.

Requirements

• 2–6 years of supervisory experience or 3–5 years of customer service, contact center, or relevant experience.
• Bachelor’s degree in Business, Finance, or a related subject, or equivalent experience preferred.
• Banking experience or a technical background preferred.
• Leadership and coaching skills for building high-performing teams.
• Knowledge of regulatory and compliance standards, technology and support systems, and telephone operating systems.
• Ability to analyze problems, make timely decisions, communicate clearly, assign work, and apply procedures and regulations.

Culture & Benefits

• Benefits are available.
• Inclusive workplace and equal employment opportunity commitment.
• Work is performed with on-site equipment as part of a team environment.