Call Center Manager

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.

Responsibilities

• Ensures proper staffing to handle call and email volume while maintaining high standards for service excellence.
• 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.
• 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.

Qualifications

• 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

Pay

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.

Schedule

Location: Lincoln, RI or Medford, MA

Benefits

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.