Call Center Supervisor/Trainer

Division: Bank Operations • Department: Call Center • Location: Pittsfield, MA or Worcester, MA • Status: Non-Exempt

About the Role

The Call Center Trainer/Supervisor is responsible for developing and delivering Call Center training programs while providing day-to-day operational support to the Call Center agents. This role ensures employees are equipped with the knowledge, skills, and resources necessary to deliver exceptional customer service, achieve performance goals, and comply with Beacon Bank company policies and procedures. The Trainer/Supervisor partners with the AVP of Systems and Onboarding and Call Center Leadership to identify performance gaps, implement coaching strategies, and drive continuous improvement.

Responsibilities

• Facilitate new hire onboarding and ongoing training programs for Call Center employees.
• Lead the new hire experience from orientation through the agent production environment.
• Update the AVP of Systems and Onboarding and Call Center Managers on new hire and agent learning progress.
• Identify training needs through quality assurance results, performance trends, customer feedback, and operational metrics.
• Develop and maintain training materials, job aids, process documentation, and standard operating procedures.
• Support change management initiatives by training employees in new systems, products, processes, and procedures.
• Prepare reports and present training effectiveness, employee performance trends, and key operational metrics.
• Serve as a member of the Call Center Procedure Committee, which reviews policies and procedures and implements updates as necessary.
• Respond to incoming calls from both internal and external customers, ensuring excellent customer service by addressing general account inquiries, deposit and loan rate requests, product and service information, Online Banking and ATM or Debit Card issues.
• Perform PIN resets, online banking and e-statement set up, and check order requests.
• Respond to Web Support inquiries and file EFT complaints for customers reporting unauthorized electronic activity on accounts.
• Follow through with all customer issues, providing ongoing assistance as needed.
• Perform research to resolve issues; educate customers and promote Beacon Bank’s products and services.
• Identify and offer new opportunities and solutions to meet customers’ needs.
• Actively support and participate in the continued development of a sales environment within the call center.
• Perform ad-hoc duties as detailed by the AVP of Systems and Onboarding and Call Center Leadership.
• Provide support for the AVP of Systems and Onboarding.
• Ensure compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards.

Requirements

• Associate’s degree preferred, or equivalent work experience.
• Minimum 2 years’ banking experience.
• Minimum 1-year Call Center experience.
• Minimum 6-12 months in Beacon Bank Call Center.
• Experience with working in and supervising teams in a remote environment.

Skills & Knowledge

• Excellent customer service/sales skills.
• Problem-solving ability.
• Ability to handle multiple tasks.
• Technically proficient in operations & procedures.
• Attention to detail.
• Excellent presentation, facilitation, coaching, and communication skills.
• Demonstrated ability to motivate, develop, and lead teams.
• Experience leading new hire onboarding and employee development programs preferred.
• Extensive knowledge of Beacon Bank products and services.
• Ability to work in a team environment.
• Proficient with MS Office products including Word and Excel.
• Flexible work schedule to support business needs.

Pay

Salary Grade: $20.50 - $32.12 per hour. 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.