Customer Care Center Manager

Monson Savings Bank•Wilbraham, MA

1d•Onsite

About The Position

Monson Savings Bank is seeking an enthusiastic and customer-focused Customer Care Center Manager to lead our call center team and operations. If you're an experienced, collaborative leader who thrives in a customer focused environment, enjoys coaching others to success, and is passionate about delivering outstanding service, then this is the position for you! As Customer Care Center Manager, you'll oversee the daily operations of our CCC call center and ensure customers receive prompt, professional, and courteous support.

Requirements

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.

Responsibilities

Maintaining a positive, engaged, and high-performing team environment.
Managing call center operations, workflow, service levels, and customer inquiries.
Serving as an escalation point for complex customer issues.
Monitoring service quality and ensuring adherence to policies, procedures, and regulatory requirements.
Training and supporting employees to build knowledge and service excellence.
Analyzing call metrics, performance trends, and operational reports to identify opportunities for improvement.
Managing departmental procedures, training materials, and process enhancements.
Conducting performance evaluations, providing coaching, and supporting employee development.
Assisting customers with a variety of Retail and eBanking related customer service requests such as, but not limited to, debit card and online banking issues, questions or online account opening, internal funds transfers, check orders, EFT Disputes, Red Flag reporting, and statement requests when appropriate.
Assisting with preparation of the annual budget as it pertains to the CCC Department and continually working within approved budget.
Assisting with departmental audits and regulatory examinations.
Ensuring that findings are handled in a thorough, efficient manner and implemented within a reasonable time from the date of the audit.