PittsfieldRecruiter Since 2001
the smart solution for Pittsfield jobs

Call Center Team Leader

Company: Berkshire Hills Bancorp
Location: Pittsfield
Posted on: November 6, 2019

Job Description:




Call Center Team Leader


(951427)



Job Type

Full-time



Category


Location

Pittsfield, MA 99 North St



Job Details



Division: Retail Banking

Department: Call Center

Reports to: Call Center Manager

Status: Non-exempt

Grade: 7

Location: Pittsfield, MA

Purpose/Objective:

Provides oversight and direction of daily work activities to designated team of Call Center Customer Service Representatives to ensure quality performance and responses to customer inquiries, effective problem resolution, expansion of customer relationships and achieving both individual and team goals.

Key Accountabilities:






  • Responds to incoming calls from both internal and external customers. Ensures excellent customer service by responding to general account inquiries, deposit and loan rate requests, information about products and services, Internet Banking and ATM or Debit Card issues. Performs PIN resets, Internet banking and e-statement set up and check order requests. Responds to Web Support inquiries, files EFT complaints for customers reporting unauthorized electronic activity on accounts. Follows through with all customer issues and provides ongoing assistance as needed. Performs research to resolve issues; educates customer and promotes Berkshire Banks' products and services. Identifies and offers new opportunities and solutions to meet customers' needs. Identifies customers' needs and offers new opportunities to customers to meet established goals. Actively supports and participates in the continued development of sales environment within the call center. 40%
  • Oversees daily activity of designated Call Center Team. Handles complex calls and decision making. Assists with the development and coaching of team to identify and offer new opportunities to customers, develop and expand customer relationships and to handle more complex sales and service issues; assists with monitoring call center sales and referral program. Works with Call Center Manager to implement effective Team schedule. Participates in marketing campaigns, product development and product launches. Provides communication and support to branch network on related issues. Maintains up to date knowledge of industry, products and services to continually improve performance and efficiencies. Assists with the development, implementation, enhancement and support of call center strategies, initiatives and growth. Maintains comprehensive knowledge of policies, procedures, products, services and related state and federal regulations. 30%
  • Participates in designated Call Center Team performance management, may make salary recommendations and resolve routine personnel issues. Works with Call Center Manager to establish appropriate goals and objectives. Works with Call Center Manager and other Team Leaders to develop and administer the call center training function to ensure consistent delivery and to train designated team members to ensure a seamlessly integrated product/referral opportunity with each customer opportunity. Performs call monitoring and coaching and provides feedback to ensure the team is highly skilled and motivated and exemplifies AMEB behaviors. Commits to achieving performance standards in individual as well as team performance; compiles necessary data and reports to track and improve call center activity. Participates in the interview process and provides input for hiring decisions. 15%
  • Participates in special projects and support teams by providing ad hoc information and reporting. Identifies areas for process improvement and coaching opportunities. Provides input to Call Center Manager to continually improve Call Center level of service, knowledge and the services provided to become a Full Service Center. Represents bank in appropriate community organizations. 15%
  • 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 preferred, or equivalent work experience



      Experience:






      • Minimum 3 years' banking experience
      • Minimum 3 years' Call Center experience
      • Minimum 6-12 months in Berkshire Bank Call Center
      • Supervisory or Management Experience


        Skills & Knowledge:








        • Customer service/sales skills
        • Problem solving ability
        • Strong verbal and written communication skills
        • Ability to handle multiple tasks
        • Technically proficient in operations & procedures
        • Attention to detail


          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.





Keywords: Berkshire Hills Bancorp, Pittsfield , Call Center Team Leader, Hospitality & Tourism , Pittsfield, Massachusetts

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Hospitality & Tourism Jobs


Postmates Delivery Driver (Part Time / Full Time)
Description: Postmates uses technology to connect local businesses with people around the city. Our fleet receives requests through the app, and delivers anything from anywhere, 24/hrs a day. We are
Company: Postmates
Location: Springfield
Posted on: 11/20/2019

Retail Sales Leader - Apparel
Description: DescriptionWe are genuine in our belief that sports make people better and so are you Immerse yourself in a workplace that loves to be active and lives the brand. Associates joining our team have an (more...)
Company: DICK'S Sporting Goods
Location: Leominster
Posted on: 11/20/2019

LEAD SALES ASSOCIATE-FT in SPRINGFIELD, MA
Description: Company OverviewDollar General NYSE: DG is a Fortune 200 company with more than 15,400 retail locations in 44 states, 16 distribution centers and 135,000 employees that embody our mission of Serving (more...)
Company: Dollar General Corporation
Location: Springfield
Posted on: 11/21/2019


Local Company Driver, Pick Up & Delivery - ATL
Description: br br Position: Forward Air Solutions Drivers run local customer to customer pick-up delivery routes in and around Ellenwood, GA. Some light loading and unloading may be required, as requested (more...)
Company: Forward Air Solutions/FAS
Location: Albany
Posted on: 11/21/2019

Housekeeper-20 hours morning-Assisting Living
Description: Who we are:Rooted in the heritage of the Sisters of Notre Dame de Namur, Notre Dame Health Care NDHC is committed to the physical, spiritual, and emotional care of our residents and patients. As one (more...)
Company: Notre Dame Health Care Center, Inc.
Location: Worcester
Posted on: 11/20/2019

Housekeeper-20 hours morning-Assisting Living
Description: Who we are:Rooted in the heritage of the Sisters of Notre Dame de Namur, Notre Dame Health Care NDHC is committed to the physical, spiritual, and emotional care of our residents and patients. As one (more...)
Company: Notre Dame Health Care Center, Inc.
Location: Worcester
Posted on: 11/20/2019

Guest Service Representative - Boston Marriott Copley Place - (19154743)
Description: Here's To Your Journey with Marriott Hotels Resorts Suites Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels. Marriott Hotels, Marriott Internationals flagship brand (more...)
Company: Marriott International, Inc.
Location: Worcester
Posted on: 11/20/2019

Utility Steward - Sheraton Boston Hotel - (19125046)
Description: Here's To Your Journey with Sheraton At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another and are driven to make things better. We love what we do, and (more...)
Company: Marriott International, Inc.
Location: Worcester
Posted on: 11/21/2019

Food Service Specialist (92G)
Description: 92G Food Service Specialist Job ID: 1139730 Job Views: 149 Location: SPRINGFIELD, Massachusetts, United States ZIP Code: 01109 Job Category: Supply and Logistics Posted: 11.02.2019 Age Requirements: Must (more...)
Company: Army National Guard
Location: Springfield
Posted on: 11/20/2019

Housekeeper - Sheraton Boston Hotel - (19139690)
Description: Here's To Your Journey with Sheraton At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another and are driven to make things better. We love what we do, and (more...)
Company: Marriott International, Inc.
Location: Worcester
Posted on: 11/21/2019

Log In or Create An Account

Get the latest Massachusetts jobs by following @recnetMA on Twitter!

Pittsfield RSS job feeds