Our Ability Jobs

Division: Retail Banking

Department: Customer Support Center

Reports to: FVP, Director of Contact Center Operations

Status: Exempt/Officer

Grade: 11

Salary Range: $66,699 - $141,734

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: Hybrid - in office requirements in one of the following hubs: Pittsfield, MA / Springfield, MA / Worcester, MA / Willimantic, CT / Albany, NY

Purpose/Objective:

Oversees all aspects of Customer Support Center Training, Quality Assurance, Work Force Management, and Overdraft Education Program for Berkshire Bank. Manages the delivery of training and development programs for the Customer Support Center. Maintains comprehensive knowledge of pertinent regulations and internal policies and procedures. Assists the FVP, Director of Contact Center Operations with creating a Quality Assurance Strategy, call monitoring process, evaluation frequency, feedback, and coaching process. Serves as a back up to the FVP, Director of Contact Center Operations in providing oversight to multiple Customer Support management teams.

Key Accountabilities:

• Provides support to the FVP, Director of Contact Center Operations with the creation and administration of the Call Center Quality Assurance Strategy. Responsible for delivering a best-in-class quality monitoring and coaching program. Oversees a well-executed monitoring process that ensures a high level of service quality through all communication channels. Oversees evaluation frequency, coaching process, and reward and recognition initiatives for all Customer Support Team. 20%

• Responsible for the maintenance and delivery of the Customer Support network training program. Trains Customer Support Center team members in the ability to identify customer needs and cross-promote appropriate Berkshire Bank products. Maintains and assists in the development of training materials, and workshop presentations to support ongoing initiatives and training programs necessary to successfully integrate new employees in the Customer Support network. Ensures training documentation is maintained for regulatory compliance. Assists with Customers Support training for special projects and campaigns. Assists FVP, Customer Support Operations and participates on project teams that impact the Retail Banking division. 20%

• Responsible for the forecasting and scheduling of all Customer Support teams though the administration of the Banks Workforce Management software. Ensures that scheduling is optimized to best meet predetermined service goals to meet Berkshire Banks strategic objectives. 20%

• Provides oversight of the Banks Overdraft Education Program. Ensures that all outreach is completed as scheduled. Stays up to date applicable laws, regulations and best practices surrounding deposit account collections. 20%

• Provide leadership to new staff members in conjunction with Customer Support Management. Conducts periodic individual and group meetings to coach, inform, motivate, and train representatives in support of delivering a consistently exceptional customer experience. Leads the department in the absence of the FVP, Director of Contact Center Operations. 10%

• Maintains professional and technical knowledge by tracking emerging trends in contact center operation 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 ones duties.

  Education:

• Associate degree required, Bachelors a plus

  Experience:

• Minimum 3 years banking experience

• Minimum 5 years Call Center management experience

  Skills & Knowledge:

• Customer service/sales skills

• Proven track record of managing high traffic call centers

• Strong background in developing metrics and benchmarks

• Experience in creating and implementing call center performance improvement 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

• Flexible work schedule between standard hours of 7am-7pm, expectation to lead in-person training as needed.

• Expected to cover extended hours for training or staffing issues.

  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.