Contact Center Manager

North Easton Savings Bank•Whitman, MA

22m•Onsite

About The Position

Here at North Easton Savings Bank, we exist to invest our time and resources locally and to improve the quality of living, working and raising a family in each of the communities we serve. Recognized as a Top Place to Work, our continued investment in growth and innovation doesn’t end with just our products and services - let NESB invest in your tomorrow by starting a career with us today. Shop Local. Bank Local. Work Local. Position Summary The Contact Center Manager leads the daily operations and performance of the Bank’s Contact Center - a critical touchpoint for customer experience, relationship growth, and brand reputation. This role directly influences how customers experience the Bank across phone and digital channels. By driving service excellence, operational efficiency, regulatory compliance, and sales performance, the Manager ensures every interaction strengthens customer trust and contributes to the Bank’s long-term growth. This role requires a leader who is both operationally disciplined and people-focused; someone who can manage metrics, forecasting, and process execution while actively coaching and developing a high-performing team.

Requirements

High School diploma required; Associate or Bachelor’s degree preferred.
3–5 years of banking experience with strong operational and product knowledge.
Prior management experience in a metrics-driven, performance-based environment.
Regulatory compliance experience required.
Demonstrated ability to analyze data, manage workflow, and consistently meet service level standards.
Experience with forecasting, staffing models, and performance reporting.
Proven success coaching employees to improve performance, accountability, and engagement.
Strong leadership presence with the ability to hold team members accountable while maintaining a positive, professional culture.
Excellent communication, organizational, and problem-solving skills.
Ability to balance operational discipline with people development.

Responsibilities

Own daily service levels, contact quality standards, and performance metrics.
Monitor real-time and historical reports to ensure schedule adherence, productivity, and efficiency.
Manage forecasting and staffing to align resources with call volume and budget targets.
Ensure regulatory compliance across all customer interactions.
Provide hands-on floor leadership and support during peak volume periods.
Oversee performance standards related to Interactive Teller Machines (ITMs).
Ensure proper handling of Digital Channels and service requests are fielded effectively and in a timely manner. This includes SMS, Online Chat, iBanking Inquiries, Online Applications and more.
Lead, coach, and develop Call Center Representatives and an Assistant Manager.
Conduct regular call observations and deliver timely, actionable feedback.
Identify performance trends and create structured development plans.
Drive accountability through clear expectations and consistent follow-through.
Recognize strong performance and address performance gaps promptly and professionally.
Foster a culture of professionalism, engagement, and continuous improvement.
Manage headcount and expenses within approved budget parameters.
Lead outbound and cross-sell campaigns.
Coach Representatives to improve conversion, product knowledge, and relationship-building skills.
Partner with senior leadership to align Contact Center performance with broader strategic growth initiatives.
Analyze performance trends and implement process improvements.
Oversee procedures management for the Department to ensure they are current and detailed accordingly.
Develop reporting, tracking and other means to map patterns, service levels, operational growth and team praise utilizing our resources.
Provide regular reporting and scoring related to month-to-date overview, quarterly review, and year end performance.