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Consumer Customer Operations Supervisor
Axos BankLas Vegas, United Statesfull_timeVerifiedPosted 15 Jul 2026
💰 $55,760/yr($40,000/yr – $55,760/yr)
About the role
Axos Bank
We are searching for a driven customer first contact center leader, who can coach and motivate their team to deliver a best-in-class customer experience to all our customers. An ideal candidate will take a data driven approach to create action plans and leverage their team’s strengths to drive results.
Target Range:
$20/Hr. - $27.88/Hr.Actual starting pay will vary based on factors including, but not limited to, geographic location, experience, skills, specialty, and education.
This is a commission eligible role.
About This Job
The Consumer Deposits Contact Center, Supervisor position is a full-time role based in our Las Vegas office. The candidate fulfilling this role will join the Consumer Banking support team for Axos Bank and will be responsible for managing a dedicated team of frontline support agents (Direct Bankers).We are searching for a driven customer first contact center leader, who can coach and motivate their team to deliver a best-in-class customer experience to all our customers. An ideal candidate will take a data driven approach to create action plans and leverage their team’s strengths to drive results.
Responsibilities:
- Lead Dedicated team of frontline support agents (Direct Bankers).
- Track and manage daily, weekly and monthly performance metrics of team.
- Attend and contribute to weekly operational meetings.
- Support with the development and enhancement of supporting materials.
- Ensure adherence to regulatory requirements and policies.
- Monitor and manage supervisor escalations and tier 3 case queues.
- Escalate technical and emerging issues to appropriate stakeholders.
- Facilitate bi-weekly weekly touch base and QA coaching sessions.
- Manage bi-annual review process for direct reports.
- Execute real time coaching and development of direct reports.
- Handled escalated contacts or call back requests.
- Manage daily and weekly time and attendance procedures.
- Assist with onboarding and upskilling training sessions with direct reports.
- Experience working with business intelligence tools to identify performance opportunities.
- Comfortable with data driven approach to create action plans that will drive results.
- Strong written and verbal communication skills and ability to present information in a clear and concise manner.
- Familiarity with call center performance metrics, including, but not limited to: CSAT (Customer Satisfaction), Quality Assurance scores, and interaction KPIs (ASA, TTFR, AHT, etc.)
- Experience working in a fast-paced environment and ability to solve problems with a varying degree of complexity and difficulty.
- Strong understanding of our banking products and services offered.
- Knowledge of relevant banking regulations.
- Ability to handle sensitive information securely.
- Experience using Salesforce or equivalent Customer Relationship Management software.
- Previous Banking experience is required.
Qualifications:
2+ years of experience in Call Cente
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