Assistant Contact Center Manager

Summary

The Assistant Contact Center Manager (ACM) supports the Contact Center Manager in various areas of departmental leadership, including customer service, sales, operations, compliance, training, and culture. The ACM may have direct supervisory authority of staff, as deemed appropriate by the Contact Center Manager.

Responsibilities

• Ensures staff offer unparalleled and solutions-focused service while balancing risk and regulatory requirements.
• Works with the Contact Center Manager to ensure operational soundness of the department, covering all customer service functions.
• Ensures adherence to policies and procedures, and that tasks are completed correctly the first time.
• Uses bank resources efficiently and productively, developing and monitoring metrics and Key Performance Indicators (KPI’s).
• Makes recommendations on training, process improvement, and staff development based on KPI’s and observations.
• Develops and executes goals for staff, supporting the Contact Center Manager with performance reviews, improvement plans, training, and recruiting.
• Sits with staff quarterly to monitor calls and ITM interactions, providing on-the-spot coaching.
• Assists with implementing new and upgraded technologies to support the Contact Center and achieve established goals.
• Maintains knowledge of digital banking and communication channels, including online & mobile banking, VOIP, chat, social media, text, and video.
• Collaborates effectively within Retail and with other departments.

Requirements

• 2-3 years of financial services experience
• 2-3 years of leadership experience
• Great interpersonal and communication skills (written and oral)
• Organizational, analytical, and problem-solving skills with a keen attention to detail
• High School Diploma or equivalent required. Bachelor’s degree preferred

Pay

Pay is based on related experience, expertise, market data, and internal equity; generally, new hires can expect pay between the minimum and midpoint of the range.

Benefits

Greenfield Savings Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity and/or expression, national origin, disability status, protected veteran status, age, marital status, or any other protected class.