Customer Care Center Manager
Monson Savings Bank · Wilbraham, MA · 1 wk ago
On-siteCustomer ServiceFull-time
About the role
Monson Savings Bank is seeking an enthusiastic and customer-focused Customer Care Center Manager to lead our call center team and operations.
Responsibilities
- Maintain a positive, engaged, and high-performing team environment.
- Manage call center operations, workflow, service levels, and customer inquiries.
- Serve as an escalation point for complex customer issues.
- Monitor service quality and ensure adherence to policies, procedures, and regulatory requirements.
- Train and support employees to build knowledge and service excellence.
- Analyze call metrics, performance trends, and operational reports to identify opportunities for improvement.
- Manage departmental procedures, training materials, and process enhancements.
- Conduct performance evaluations, provide coaching, and support employee development.
- Assist customers with a variety of Retail and eBanking related customer service requests.
- Assist with preparation of the annual budget as it pertains to the CCC Department.
- Assist with departmental audits and regulatory examinations.
Qualifications
- Associate’s degree and 2-4 years of related experience; or equivalent combination of education and experience.
- Proven supervisory experience required.
- Excellent, professional customer service, interpersonal and written and verbal communication skills.
- Strong leadership and management skills.
- Sound judgment and problem-solving skills.
- Highly organized with attention to detail.
- A collaborative approach, strong organization skills, and the ability to manage multiple priorities.
- Ability to operate a computer and navigate multiple systems.
- A commitment to confidentiality, regulatory compliance, and professional integrity.
Benefits
- Paid time off
- 401(k) with company match
- Suite of insurance benefits including medical, dental and more!
Pay
This Exempt, Full-time position typically works within the Bank’s standard operating hours, and requires flexibility to work occasional Saturdays.
Schedule
Works at 100 Post Office Park, Wilbraham, MA. Regular in-office presence is required.
Skills
Ability to operate a computer and navigate multiple systems.
Benefits
- Paid time off
- 401(k) with company match
- Suite of insurance benefits including medical, dental and more!