TCM Bank is in Tampa, FL. This is a remote opportunity. If living outside of the area, travel expectations would be at least 4 times (overnight travel) per year. Qualified candidates located in the states where we do business will be considered: AL, AZ, DC, FL, GA, IA, KY, MA, MI, MD, MO, MN, NE, NC, OH, OR, PA, SC, TX, & VA.

SUMMARY:

The Customer Service Manager’s primary role is highly analytical and requires a result-driven professional to lead critical functions specific to our cardholder contact center. This role is responsible for accurately modelling customer contact volumes, ensuring staffing models are aligned, and overseeing third-party vendor performance against agreed-upon SLAs and KPIs. The Customer Service Manager will lead an internal team of Customer Service Specialists who provide front-office support and ensure that all customer interactions, whether externally or internally, meet the organization’s standards for quality, efficiency, and customer satisfaction.

QUALIFICATIONS:

• A bachelor’s degree, or equivalent work experience is required.
• 5+ years of experience in customer service or contact center management, including third-party vendor management experience, is required.
• 3+ years of experience in direct people leadership is required.
• 3+ years in Business Analysis preferred.
• Strong leadership and coaching skills with experience managing remote teams.
• Proven experience in call volume forecasting and capacity planning; experience in banking and/or credit card operations preferred.
• Excellent communication, analytical, problem-solving, and people management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in using CRM and contact center platforms; experience with workforce management tools is a plus.
• Proficiency in MS Office (Outlook, Word, and Excel) and other general technology platforms.
• Knowledge of credit card and lending regulations, including Reg. Z; Reg. B, CARD Act; FCRA, and FDCPA.
  TCM Bank, N.A. embraces the diversity of its applicants and employees and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic protected by applicable law.
  The actual compensation offered to the candidate will be finalized at the offer and may be above or below the posted range due to skill level, experience, industry-specific knowledge, education/certifications, etc. The offer rate represents one component of TCM Bank’s total compensation package. Employees will also receive several benefits as listed below. Other compensation for this position may include bonus eligibility in the TCM Bank Annual Bonus Plan.

1. Independently develop short- and long-term forecasts for inbound call volumes and other contact center channels (e.g. chat, email).
2. Collaborate with workforce management and operations team to align staffing plans with forecasted demand.
3. Analyze historical data, business trends, marketing campaigns, seasonality, and other inputs to improve forecast accuracy.
4. Manage the relationship with the third-party call center, including performance monitoring, issue resolution, and regular business reviews.
5. Ensure third-party vendors’ adherence to SLAs, KPIs, and compliance requirements through regular reporting and audits.
6. Conduct root cause analysis on service issues and implement corrective actions with the third-party vendor.
7. Provide actionable insights to improve efficiency, reduce costs, and enhance customer satisfaction.
8. Ensure team compliance with all training, regulatory, and operational requirements.
9. Collaborate with third-party vendor leadership to implement process improvements, training updates, and policy changes.
10. Serve as the escalation point for unresolved or complex customer issues. Lead and support a team of Customer Service Specialists responsible for front-office customer service functions; oversee daily operations, ensuring timely and accurate completion of tasks such as case management, escalations, and documentation.
11. Set clear goals and expectations, provide regular coaching and feedback, and conduct performance evaluations.
12. Proactive leadership style fostering a positive and collaborative team environment focused on continuous improvement and customer satisfaction.
13. Collaborate with internal departments (e.g., Marketing, Product, Compliance, and IT) to inform the call center of upcoming changes, promotions, and initiatives.
14. Act as a liaison between internal stakeholders and the third-party vendor to ensure alignment of business goals and customer experience standards.
15. Maintain an up-to-date knowledge base and training materials for internal staff and third-party vendors.
16. Other duties as assigned.