Call Center Manager - First Shift

Division: Retail Banking

Department: Call Center

Reports to: FVP, Call Center Operations

Status: Exempt / Officer

Grade: 9

Location: Remote within MA, CT, NY, VT, RI

Saturday - Wednesday7:00 AM - 3:30 PM

Thursday/Friday Off

Purpose/Objective:

The Call Center Manager oversees all aspects of a Call Center team within one or more of our Call Center locations. The Manager will ensure an exceptional customer experience in all customer touchpoints, including phone service and digital communication channels. They will develop efficient operations and promote sales of products and services. 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. Works with FVP, Call Center Operations, Assistant Manager, and Team Leaders to develop and administer the Call Center training function to ensure consistent delivery and to train designated team members to ensure a seamlessly integrated product/referral opportunity with each customer opportunity. 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 Berkshire 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. Assists with the preparation of Call Center annual plan and budget. Ensures a positive extension of the Berkshire 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 Berkshire 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 a consistently exceptional customer experience. Trains representatives in the ability to identify member 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 Team Leaders 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's Degree required or equivalent experience; Bachelor's Degree a plus

Experience:

• Minimum 3 years' banking experience
• Minimum 5 years' Call Center management experience

Skills & Knowledge:

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

Berkshire 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.