CIC Team Manager

Rockland Trust Career Site•Plymouth, MA

28d•Onsite

About The Position

Rockland Trust is seeking an on-site Call Center Team Manager to lead service and sales operations within our Customer Information Center in Plymouth. This role is responsible for planning, directing, and developing team members while ensuring key performance indicators are met in an efficient, cost-effective manner. The ideal candidate will drive operational excellence, coach and develop staff, and ensure all activities align with established policies, procedures, and Rockland Trust’s commitment to exceptional customer service.

Requirements

5+ years of experience in customer service, sales or contact center environment
3+ years of supervisory experience
Excellent analytical, problem solving and organizational skills
Ability to make sound business decisions within established guidelines
Ability to mentor leadership candidates and develop a cohesive workforce
Excellent sales and customer service skills, preferably via telephone
Excellent verbal and good written communication skills
Excellent computer skills

Nice To Haves

College degree preferred

Responsibilities

Create an effective and efficient team through communication, feedback and appropriate management practices. Conduct monthly one-on-ones and performance evaluations and recommend salary actions.
Develop and maintain efficient and productive policies, procedures and workflows. Ensure the potential for financial loss and compliance lapses are minimized. Keep abreast of, support and comply with regulatory agencies and bank operating policies and procedures. Identify and resolve obstacles that prevent exceptional service delivery.
Develop and administer motivational programs to foster a sales and service culture. Remain current on trends in contact centers and banking services as they relate to expanding and improving the department’s functionality. Meets or exceeds all sales and service goals through employee coaching and sales techniques
Assist the Vice President with strategic planning, budget review and preparation.
Selects and develops quality employees. Supervises, motivates, and trains Call Center staff. Provides monthly sales tracking and sets a good example and inspires confidence, respect and loyalty among staff.
Demonstrates and promotes high ethical standards and behaviors while fostering a change environment. Respects promotes and values diversity.