Contact Center Leader - Coaching, Quality & Growth

Paylocity; Washington; On-site; USD 90,000 - 125,000; Full time

Job summary

North Easton Savings Bank seeks a Call Center Manager to lead a team delivering sales and service across phone, email, chat, and text. You will coach Representatives, monitor performance, manage schedules, and ensure quality and service levels daily.

Qualifications include 3–5 years of banking supervisory experience, strong communication and analytical skills, regulatory knowledge, and proficiency with business software.

Qualifications

• Minimum qualifications include a degree preference and banking supervisory experience.
• Strong communication, analytical, and organizational skills are required.
• Regulatory compliance experience is required and proficiency with business software.

Responsibilities

• Manage Call Center Representatives.
• Observe and document performance monthly using observation forms.
• Provide immediate feedback and coaching to Representatives.
• Document performance and analyze contact quality history.
• Develop action plans and monitor progress for continuous improvement.
• Schedule observation and development sessions and ensure timely feedback.
• Develop recognition programs and manage forecasting and staffing.
• Monitor adherence to schedules and service levels daily.

Skills

Banking experience

Supervisory skills

Organizational skills

Customer service

Analytical skills

Communication skills

Teaching or instructional background

Regulatory compliance experience

Proficient in business software

Education

Associate or bachelor’s degree preferred

High School diploma required

Tools

Office software

Job description

North Easton Savings Bank seeks a Call Center Manager to lead a team delivering sales and service across phone, email, chat, and text. You will coach Representatives, monitor performance, manage schedules, and ensure quality and service levels daily.

Qualifications include 3–5 years of banking supervisory experience, strong communication and analytical skills, regulatory knowledge, and proficiency with business software.