Call Center Supervisor/Trainer

Beacon Bank; Pittsfield (MA); On-site; USD 30,000 - 43,000; Full time

Job summary

Beacon Bank is seeking a Call Center Trainer/Supervisor in Pittsfield/Worcester, MA to develop and deliver training for Call Center agents and provide daily operational support. The role partners with senior leadership to identify gaps, implement coaching, and drive continuous improvement.

The position emphasizes onboarding, training program delivery, reporting on effectiveness, and ensuring compliance with banking regulations.

Qualifications

• Associate's degree preferred, or equivalent work experience.
• Minimum 2 years banking experience
• Minimum 1 year Call Center experience
• Minimum 6-12 months in Beacon Bank Call Center
• Experience supervising teams in a remote environment.

Responsibilities

• Facilitate onboarding and training for Call Center staff; update management on progress; identify learning needs; support change initiatives.
• Prepare reports on training effectiveness and performance trends; participate in policy updates as part of the Call Center Procedure Committee.
• Respond to incoming calls, resolve account inquiries, process PIN resets, online banking setup, and customer support tasks; promote Bank products and services.
• Perform ad-hoc duties as directed by the AVP of Systems and Onboarding and Call Center Leadership.
• Ensure compliance with banking laws, rules, regulations, and Beacon Bank policies to mitigate risk.

Skills

Customer service

Presentation

Coaching

Leadership

MS Office

Attention to detail

Communication

Team facilitation

Education

Associate's degree preferred

Tools

MS Office

Job description

Division: Bank Operations

Department: Call Center

Reports to: Systems & Onboarding Manager

Status: Non-Exempt

Officer: N/A

Grade: 7

Salary Grade: $20.50 - $32.12

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, MA or Worcester, MA

Purpose / Objective

The Call Center Trainer/Supervisor is responsible for developing and delivering Call Center training programs while providing day-to-day operational support to the Call Center agents. This role ensures employees are equipped with the knowledge, skills, and resources necessary to deliver exceptional customer service, achieve performance goals, and comply with Beacon Bank company policies and procedures. The Trainer/Supervisor partners with the AVP of Systems and Onboarding and Call Center Leadership to identify performance gaps, implement coaching strategies, and drive continuous improvement.

Key Accountabilities

• Facilitate new hire onboarding and ongoing training programs for Call Center employees. Lead the new hire experience from orientation through the agent production environment. Update the AVP of Systems and Onboarding and Call Center Managers any new hire and agent learning progress. Identify training needs through quality assurance results, performance trends, customer feedback, and operational metrics. Develop and maintain training materials, job aids, process documentation, and standard operating procedures. Support change in management initiatives by training employees in new systems, products, processes, and procedures. 50%
• Prepare reports and present training effectiveness, employee performance trends, and key operational metrics. Is a member of the Call Center Procedure Committee, which reviews policies and procedures and implements updates as necessary. 25%
• 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, Online Banking and ATM or Debit Card issues. Performs PIN resets, online 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 customers and promotes Beacon 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. 15%
• Performs ad-hoc duties as detailed by the AVP of Systems and Onboarding and Call Center Leadership. Provide support for the AVP of Systems and Onboarding. 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 one’s duties.

Education

• Associate's degree preferred, or equivalent work experience.

Experience

• Minimum 2 years' banking experience
• Minimum 1-year Call Center experience
• Minimum 6-12 months in Beacon Bank Call Center
• Experience with working in and supervising teams in a remote environment.

Skills & Knowledge

• Excellent customer service/sales skills
• Problem solving ability
• Ability to handle multiple tasks
• Technically proficient in operations & procedures
• Attention to detail
• Excellent presentation, facilitation, coaching, and communication skills
• Demonstrated ability to motivate, develop, and lead teams.
• Experience leading new hire onboarding and employee development programs preferred
• Extensive knowledge of Beacon Bank products and services
• Ability to work in a team environment
• Proficient with MS Office products including Word and Excel
• Flexible work schedule expectation to support business needs

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 [e-mail].