Job Description

Division: Beacon Bank & Trust

Department: Call Center

Reports to: Call Center Operations Manager

Status: Non-Exempt

Grade: 8

Pay Range: $21.55 - $36.63

Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location: Pittsfield, Worcester, or Medford MA, Lincoln, RI, or Yorktown Heights, NY

Purpose/Objective

Assists with all aspects of quality assurance for Beacon Bank to ensure all interactions meet Beacon Bank standards for quality, compliance, and customer experience. Assists the Call Center Operations Manager with- call monitoring process, evaluation frequency, and provides feedback to the call center managers for review with their teams.Maintains comprehensive knowledge of pertinent regulations and internal policies and procedures.

Key Accountabilities

• Provides support to the Call Center Operations Manager with the administration of the Call Center Quality Assurance Strategy. Responsible for delivery of best-in-class service by call center agents and multichannel representatives.. Provides assistance in maintaining a well-executed monitoring process that ensures a high level of service quality through all communication channels. In addition, responsible for evaluation frequency, and coaching process. 50%

• Participant in monthly QA collaboration sessions to ensure scoring is consistent and discuss feedback from all lines of business involved to continue to develop the evaluation process. 10%

• Works in collaboration with the training team to recommend process improvements and training needs. While conducting routine call monitors help to identify trends and procedural gaps to be brought to the attention of the training team. This will help with the enhancement of delivering first in class training. 10%

• Maintains professional and technical knowledge by tracking emerging trends in Call Center operations management; attending educational workshops; reviewing professional publications;benchmarking state-of-the-art practices; participating in special projects and support teams. 10%

• Assists as a backup with forecasting and scheduling of all Call Center teams through the administration of the Company’s Workforce Management software. Ensures that scheduling is optimized to best meet predetermined service goals to meet the Call Center’s strategic objectives 20%

• 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:

• Associates Degree required, Bachelor’s Degree a plus

Experience:

• Minimum 1-year banking experience
• Minimum 2 years’ Call Center experience

Skills & Knowledge:

• Customer service/sales skills
• Have working knowledge of workforce management software
• Proven track record of working in high traffic call centers and meeting quality and sales goals
• 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 work in a team environment
• Strong attention to detail
• Strong analytical and problem-solving abilities
• Excellent written communication skills
• Ability to interact with all levels of call center staff
• Flexible work schedule expectation to support business needs
• Must have courteous and positive attitude

Beacon 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. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at hr@berkshirebank.com