Call Center Training Lead & Operations Coach

Berkshire Bank Company; Worcester (MA); On-site; USD 28,000 - 44,000; Full time

Job summary

Beacon Bank is seeking a Call Center Trainer/Supervisor in Worcester, MA. You will develop and deliver training programs for Call Center agents and provide day-to-day operational support to ensure exceptional service and compliance with policies.

You will partner with leadership to identify gaps, implement coaching, and drive continuous improvement, while managing onboarding and ongoing education for staff in a fast-paced environment.

Qualifications

• Associate's degree or equivalent work experience preferred.
• 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 ongoing training for Call Center staff.
• Prepare reports on training effectiveness and performance trends.
• Respond to customer inquiries and support call handling while promoting Beacon Bank products.
• Lead ad-hoc duties as directed by leadership.
• Ensure compliance with banking laws and internal policies.

Skills

Customer service

Sales skills

Problem solving

Multi-tasking

Attention to detail

MS Office

Communication

Team leadership

Coaching/training

Education

Associate's degree or equivalent

Job description

Beacon Bank is seeking a Call Center Trainer/Supervisor in Worcester, MA. You will develop and deliver training programs for Call Center agents and provide day-to-day operational support to ensure exceptional service and compliance with policies.

You will partner with leadership to identify gaps, implement coaching, and drive continuous improvement, while managing onboarding and ongoing education for staff in a fast-paced environment.