Assistant Contact Center Manager

Greenfield Savings•Greenfield, MA

2d•$27 - $38

About The Position

The Assistant Contact Center Manager (ACM) is responsible for supporting the Contact Center Manager in all areas of departmental leadership. This includes, but is not limited to, 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.

Requirements

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

Nice To Haves

Bachelor’s degree preferred

Responsibilities

Responsible for ensuring that staff offer a level of service that is unparalleled and solutions focused while balancing risk and the regulatory requirements of the bank
With the Contact Center Manager, responsible for the overall operational soundness of the department. This includes all customer service functions
Ensures the adherence to policy and procedure within the department, and that staff always takes the time to get tasks right – the first time
Ensures that bank resources, including staff, are being used efficiently and productively
Develops, analyzes, and monitors metrics and Key Performance Indicators (KPI’s) as deemed appropriate by Contact Center Manager
Makes recommendations (and helps execute) on training, process improvement, and staff development based on KPI’s and observations
Collaborating with Contact Center Manager, develops both quantitative and qualitative goals for staff
Supports the Contact Center Manager with staff development including performance reviews, improvement plans, training, and recruiting
Sits with staff quarterly to monitor calls and ITM interactions and provides on-the-spot coaching to teammates and Contact Center Manager
Assists with implementing new and upgraded technologies to support the Contact Center and achieve established goals
Maintains knowledge of all digital banking and communication channels including but not limited to: online & mobile banking, VOIP, chat, social media, text, and video
Collaborates effectively within Retail and with other departments