Onboarding Customer Support Manager
 Berkshire Bank | |
 United States, Massachusetts, Worcester | |
| 386 Main Street (Show on map) | |
 Dec 20, 2024 | |
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Division: Retail Banking
Department: Customer Support Center Reports to: FVP, Director of Contact Center Operations Status: Exempt/Officer Grade: 9 Salary Range: $52,000 - $103,330 Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Location: Worcester, MA - 386 Main St Purpose/Objective: The Onboarding Customer Support Manager oversees all aspects of newly hired Customer Support agents within a single physical location/incubation center. The Onboarding Customer Support Manager will ensure new agents are able to provide 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 within a single nesting center, focusing on customer relations, sales and services, and as necessary vendor relations. Ensures successful agent competency during agents' nesting periods, leading to graduation from the center to going concern center teams. 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 VP, Contact Center Operations, Branch Training and Customer Support Managers to develop and administer the Customer Support onboarding and 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 throughout the new agents onboarding. 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. Works side by side with new agents, takes incoming customer calls and responds to customer inquiries as required. 30% * Ensures proper training to handle call and email volume while maintaining high standards for service excellence. Ensures a positive extension of the Berkshire Bank brand. Works effectively together with other managers and supervisors to create maximum coordination and cooperation. Continually seeks ways to improve Customer Support service levels, operational efficiency, and productivity. Maintains and improves Customer Support operations by monitoring system and employee performance; defining emerging trends in talent and learning plans; preparing and completing action plans for new and/or retaining agents; 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 Customer Service 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 customer needs and cross-promote appropriate Bank products. Recognizes, rewards, and celebrates the successes and accomplishments of team members and works to graduate new team members in a 4-to-6-month time period. Responsible for transition of agents to Customer Support teams so 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 contact 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 degree required or equivalent experience, Bachelor's Degree a plus Experience: * Minimum 5 years banking experience * Minimum 2 years Call Center experience * Minimum Training and/or relevant coaching experience * Minimum 2 years of experience supervising hybrid or remote teams * Experience leading teams of eight or more Skills & Knowledge: * Customer service/sales skills * Proven track record of managing high traffic call centers * Ability to lead in person and/or hybrid teams * Strong background in developing metrics and benchmarks * Experience in creating and implementing call center training and onboarding programs * Proven leadership and interpersonal skills plus a demonstrated ability to manage, develop, and motivate staff * Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast-paced changing work environment * Ability to juggle multiple priorities, follow through on projects, and meet deadlines * Ability to interface with all levels of staff, Board members, and customers 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. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled | |