Call Center Manager - Cranston, RI

Principal Objective

This position is responsible for motivating staff to reach department objectives. Coaches, trains and supports team members in the performance of sales and customer service goals. Maintain, and/or create training and procedure materials as it relates to the Customer Call Center. Performs testing of new and existing applications and system upgrades to ensure seamless transition for customers. Excellent communication skills through presentation delivery in retail banking meetings.

Principal Duties and Responsibilities

• Drive Sales and retention. Cross-sell and use every opportunity to create new or deepen existing customer relationships. Ask probing questions that would help uncover customer’s needs and offer the best products or services. Lead by example and coach team for optimum performance.
• Providing feedback and coaching for representatives through timely reviews and feedback sessions based on call center monitoring.
• Schedules employee coverage to meet service standards and insures there is adequate/appropriate management and CCR coverage in place.
• Monitors, and reports on statistics regarding service standards for each appropriate area of the Customer Call Center.
• Responds to consumer and business inquires through online secure messaging and website email channel.
• Effectively handle escalated issues/concerns in a timely manner.
• In conjunction with the IT department, ensures that our voice communications are operating accurately and efficiently at all times.
• Sets an example of “partnering” with other bank departments (branches, operations, etc.) by communicating challenges to servicing customers, and offering solution-oriented feedback regarding service obstacles.
• Utilize a system for call center back-up coverage during times of heavy call activity, and employee vacations and other absences.
• Must have a thorough knowledge of all on line banking aspects and provide online banking technical and troubleshooting assistance.
• Loan servicing and applications. Quote rates on Consumer Loans and provide product information. Uncover customer needs with ability to cross sell loan products. Handle basic loan inquiries. Licensed with NMLS (Nationwide Mortgage Licensing System) to complete loan applications for customers.
• Project Management: Performs limited project responsibilities for CCR relating to information technology implementations, upgrades, and conversions.
• New hire on boarding: Responsible for new hire departmental interviews, training in products and services, and line of business policy and procedures.
• Exceptional knowledge of all Bank and Regulatory operating policies and procedures achieving satisfactory audit results. Implements Bank’s policy and procedures; complying with all legal and regulatory requirements.

Additional Responsibilities may include

• Managing/Servicing Cash Management & remote deposit gate.
• Performs other duties and responsibilities as requested by this position’s immediate supervisor.

Job Specifications (Skills, Knowledge and Abilities Required)

• Bachelor’s degree preferred.
• 3 plus years supervisory experience, preferably in a call center servicing environment, retail banking services background a plus.
• Ability to work well in a team environment.
• Excellent written and oral communication skills.
• Leadership skills.
• Ability to motivate.
• Detailed oriented, strong problem solving skills.
• Candidate must have a strong sales, customer service and staff support/development focus.
• Candidate must have ability to work well in a team environment.
• Familiarity with phone systems/switches, ACD’s, and call center automation/tracking software.

Behavioral Skills:

• Consistently demonstrate behaviors associated with Brookline Bancorp’s Core Four values: adaptability, accountability, leadership, and teamwork.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified. This job description is subject to change at any time.