Assistant Contact Center Manager
On-site · Greenfield, Massachusetts, United States
Job Summary
Assistant Contact Center Manager to support the Contact Center Manager in leadership across customer service, sales, operations, compliance, training, and culture. Responsibilities include guiding staff to deliver unparalleled service while balancing risk and regulatory requirements, ensuring operational soundness of the department, enforcing policy adherence, optimizing staff utilization, developing and monitoring KPIs, recommending training and process improvements, setting goals with management, participating in staffing and recruiting, providing coaching on calls and ITM interactions, supporting technology implementations, and maintaining knowledge of digital banking channels (online & mobile banking, VOIP, chat, social media, text, and video) while collaborating across Retail and other departments.
Required Qualifications
- High School Diploma or equivalent
- 2-3 years of financial services experience
- 2-3 years of leadership experience
- Great interpersonal and communication (written and oral) skills
- Organizational, analytical and problem-solving skills with keen attention to detail
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