Call Center Training Supervisor & Team Leader

Beacon Bank

Pittsfield (MA)

On-site

USD 30,000 - 43,000

Full time

3 days ago

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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.