Call Center Manager

Description

The Call Center Manager is responsible for leading the daily operations of our Bank's contact center to ensure exceptional client service, operational efficiency, regulatory compliance, and achievement of departmental performance objectives. This role provides leadership, coaching, and oversight to Team Leads and frontline representatives while fostering a culture focused on client experience, employee engagement, accountability, and continuous improvement. 

The Call Center Manager monitors service levels, workforce performance, quality standards, and operational metrics to ensure consistent delivery of accurate and client-centric support across all customer interaction channels. This role partners closely with internal departments and leadership to identify opportunities, resolve service issues, and implement improvements that enhance both the client and employee experience.

Expected Outcomes: 

• Client inquiries and service requests are handled accurately, professionally, and efficiently, resulting in a positive and consistent client experience.
• Service level objectives, response times, call handling standards, productivity targets, and other departmental metrics are consistently achieved or exceeded.
• Team Leads and frontline representatives receive ongoing coaching, performance feedback, and development opportunities that improve individual and team performance.
• Staffing levels, schedules, and workforce resources are aligned with business demands to support operational effectiveness and service commitments.
• Performance trends, operational challenges, and client experience opportunities are identified, communicated, and addressed through actionable plans and measurable improvements.
• Employee engagement, accountability, and retention are supported through effective leadership, communication, and recognition practices.
• Supported teams maintain compliance with applicable bank policies, procedures, and regulatory requirements, including BSA/AML as applicable to assigned responsibilities.
• Collaboration with business partners results in timely resolution of client concerns, effective implementation of process improvements, and consistent service delivery across channels.

The Call Center Manager will be able to do the following confidently and independently...

• Lead and manage daily contact center operations to ensure service levels, productivity goals, quality expectations, and customer experience standards are achieved.
• Provide leadership, coaching, performance management, and professional development support for Team Leads and frontline team members.
• Monitor operational metrics including service levels, average handle time, call volumes, abandonment rates, first-call resolution, quality scores, and customer satisfaction measures.
• Analyze workforce trends and staffing requirements to ensure proper scheduling and resource allocation that support business needs and service commitments.
• Partner with the Client Experience Manager and VP, Client Experience Quality to reinforce quality standards, coaching initiatives, calibration efforts, and continuous improvement activities.
• Partner with the Regional Branch Manager to maintain operational consistency, brand standards, smooth tier handoffs, and a seamless customer experience.
• Review customer feedback, escalations, complaints, and operational reports to identify recurring issues and implement corrective actions.
• Establish clear performance expectations and accountability measures for employees and leaders within the contact center.
• Conduct regular performance discussions, coaching sessions, and team meetings to communicate goals, priorities, and organizational updates.
• Collaborate with training, quality assurance, operations, retail banking, and other business units to improve processes, procedures, and client outcomes.
• Support the implementation of new products, services, technologies, and operational initiatives within the contact center environment.
• Ensure adherence to established policies, procedures, compliance requirements, and security standards.
• Participate in strategic planning initiatives related to contact center operations, employee development, client experience, and operational efficiency.
• Prepare and present departmental performance reports, operational updates, and recommendations to leadership.
• Foster a positive and collaborative workplace culture that emphasizes teamwork, accountability, continuous learning, and client-focused service.

Requirements

What we are looking for...

• Bachelor's degree in business, finance, management, communications, or a related field, or equivalent professional experience.
• Five or more years of contact center, customer service, banking, or related operational leadership experience preferred.
• Previous experience leading supervisors, Team Leads, or medium to large frontline service teams.
• Strong understanding of contact center operations, workforce management principles, service level management, and performance metrics.
• Demonstrated ability to coach, develop, and engage employees while driving accountability and results.
• Strong verbal and written communication skills with the ability to effectively interact with employees, customers, vendors, and senior leadership.
• Excellent organizational, problem-solving, and decision-making skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience analyzing operational data and using performance metrics to identify trends and drive improvements.
• Proficient with Microsoft Office applications and contact center technologies, including telephony, case management, workforce management, CRM, and reporting platforms.
• Knowledge of retail banking operations, digital banking services, and regulatory compliance requirements preferred.
• Strong leadership skills with a commitment to client experience, employee development, and operational excellence.

Our Benefits

At Merchants, we believe in investing in our people. Our comprehensive benefits package includes medical, dental and vision coverage, 401(k) and Employee Stock Ownership Plan (ESOP) participation, generous paid time off, wellness resources, and a standout Tuition Assistance Program that covers 100% of eligible tuition expenses, as well as required books and materials. Whether you're advancing your education, growing your career, or planning for the future, we're committed to supporting your success every step of the way.

About Merchants

Ranked among the top-performing U.S. public banks by S&P Global Market Intelligence, Merchants Bancorp is a diversified financial holding company headquartered in Carmel, Indiana. Through its banking, mortgage, investment, and lending platforms, the Company operates nationwide across multifamily housing and healthcare finance, mortgage warehouse lending, tax-advantaged investment programs, residential mortgage banking, agricultural lending, and traditional community banking. With approximately $21.2 billion in assets and $14.3 billion in deposits as of June 30, 2026, Merchants conducts its business through a family of specialized subsidiaries, including Merchants Bank of Indiana, Merchants Capital Corp., Merchants Capital Investments, LLC, Merchants Capital Servicing, LLC, Merchants Investment Partners, LLC, and Merchants Mortgage, a division of Merchants Bank. Merchants offers the entrepreneurial spirit of a growth-oriented organization paired with the stability, sophistication, and national reach of a diversified financial institution.

Merchants Bank and Merchants Capital have recently been honored with the 2025 USA Today Top Workplaces recognition, ranking 22nd nationally within the 500-999 employee category. This is the second year that Merchants has been recognized with this award. These accolades build on our strong history of workplace recognition, including being named a Best Place to Work in Indiana for seven consecutive years (2016–2022). For more information read the entire article here.