Call Center Manager

Division: Beacon Bank & Trust

Department: Call Center

Reports to: Sales & Customer Support Manager

Status: Exempt

Grade: 10

Pay Range: $55,588 - $102,474

Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location: Lincoln, RI or Medford, MA

Purpose/Objective:

The Call Center Manager oversees all aspects of a Call Center team within a physical location and remotely. The Call Center Manager will ensure an exceptional customer experience in all customer touchpoints, including phone service and digital communication channels. They will develop efficient operations and strengthen customer relationships through the promotion of products and services that support customer needs and satisfaction. Responsible for managing banking operations, customer relations, sales and services, and as necessary vendor relations. Ensures continuous process improvement by providing leadership, direction, and motivation to the workforce.

Key Accountabilities:

• Performs supervisor duties by recruiting, selecting, orienting, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Leads by example, with a commitment and passion for creating an exceptional customer experience. Oversees a well-executed monitoring process that ensures a high level of service quality through all communication channels. Handles customer concerns that demand management attention tactfully, promptly and with genuine care for the customer. Maintains thorough knowledge of information systems, applications, regulatory changes and Beacon Bank products and services. Takes incoming customer calls and responds to customer inquiries as required. 30%
• Ensures proper staffing to handle call and email volume while maintaining high standards for service excellence. Ensures a positive extension of the Beacon Bank brand. Ensures that personnel are effectively utilized. Works effectively together with other managers and supervisors to create maximum coordination and cooperation. Continually seeks ways to improve Call Center service levels, operational efficiency, and productivity. Maintains and improves Call Center operations by monitoring system and employee performance; identifying and resolving problems; preparing and completing action plans; completing audits and analyses; managing system and process improvement and quality assurance programs. 30%
• Develops and maintains a comprehensive working knowledge of all Beacon Bank systems utilized by the Call Center. Regularly reviews calls and emails for quality control and training purposes. Conducts periodic individual and group meetings to coach, inform, motivate, and train representatives in support of delivering consistently exceptional customer experience. Trains representatives in the ability to identify customer needs and cross-promote appropriate Bank products. Recognizes, rewards, and celebrates the successes and accomplishments of team members. Responsible for the development and coaching of Call Center Supervisors so that they can cultivate and expand employee relationships and handle more complex sales and service issues. 30%
• Maintains professional and technical knowledge by tracking emerging trends in Call Center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in special projects and support teams. 10%
• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one's duties.

Education:

• Associate degree required or equivalent experience; Bachelor's Degree a plus

Experience:

• Minimum 5 years banking experience
• Minimum 2 years Call Center experience
• Minimum 2 years of experience supervising remote teams preferred
• Experience leading teams of ten or more

Skills & Knowledge:

• Customer service/sales skills
• Proven track record of managing high traffic call centers
• Ability to lead remote and/or hybrid teams
• Strong background in developing metrics and benchmarks
• Experience in creating and implementing call center performance improvement programs
• Proven leadership and interpersonal skills plus a demonstrated ability to manage, develop, and motivate staff
• Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast-paced changing work environment
• Ability to juggle multiple priorities, follow through on projects, and meet deadlines
• Ability to interface with all levels of staff, Board members, and customers

Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at hr@berkshirebank.com.