Lead, Call Center Operations, Digital Banking
Forbright BankLocation not specified
Full Time
Posted June 30, 2025
$58k - $75k
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Job Description
The Lead, Call Center Operations, Digital Banking, is responsible for overseeing and developing Service Specialists within the digital banking call center, ensuring high service standards and achieving key performance indicators through effective leadership and support.
Key Responsibilities
- Lead and develop Service Specialists within the Digital Banking Operations team
- Assist in maintaining high standards of service and achieving key performance indicators (KPIs)
- Provide effective leadership to support a positive and supportive work environment
Requirements
- Possess the ability to perform duties of this job in an office setting, with some positions potentially allowing for remote work through the use of technology at management discretion.
- Remain in a stationary position for extended periods of time while performing duties of this job.
- Use hands and fingers to operate technology or other office machinery such as printers and scanners.
- Utilize a computer monitor with visual acuity to perform job functions.
- Communicate clearly, either verbally or in writing, with others as part of job responsibilities.
- Exhibit a high level of flexibility regarding duties that may be situationally assigned outside of the standard job description to ensure organizational efficiency.
- Demonstrate leadership skills to support the success and development of Service Specialists within the Digital Banking Operations team.
- Assist the Supervisor, Call Center Operations and AVP, Call Center Operations Manager in maintaining high standards of service.
- Achieve and maintain key performance indicators (KPIs) related to call center operations.
- Possess relevant experience and qualifications, with a salary range from $58,000 for entry-level qualifications to $75,000 for highly experienced candidates, depending on prior experience and qualifications.
Benefits & Perks
Comprehensive health, dental, and vision plans
4 weeks PTO
401k company match
Metro SmartTrip benefits
Remote or hybrid work schedules for most positions
Incentives for purchasing solar panels, electric vehicles, biking to work, etc.
Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more
Best Workplaces for Commuters 2023, 2024 winner
The Washington Post Top Workplaces 2023, 2024, and 2025 winner
American Banker Best Banks to Work For 2023 winner
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