Contact Center Manager & Team Performance Coach

NESB-Career-Page

Whitman (MA)

On-site

USD 70,000 - 100,000

Full time

7 days ago

Be an early applicant

Application generator

Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.

Get past ATS filters

Job summary

North Easton Savings Bank is seeking a Call Center Manager to lead the customer service center across multiple channels including phone, email, and chat. You will support representatives, drive performance, and ensure adherence to bank guidelines while delivering high-quality service.

The role emphasizes coaching, data-driven performance analysis, and timely feedback to improve customer outcomes. This on-site position requires strong leadership and bank operations knowledge.

Qualifications

Minimum three to five years of banking supervisory experience.
Strong organizational and interpersonal skills with exemplary communication.
Proficiency in computer and business software.

Responsibilities

Manage Call Center Representatives and performance expectations.
Observe, coach, and provide feedback to improve efficiency and accuracy.
Document performance trends and develop action plans for improvement.
Monitor schedule adherence and handle attendance/tardiness in line with bank policies.
Oversee reporting, service levels, and campaigns to meet bank objectives.
Lead staffing forecasts and manage headcount to stay within budget.

Skills

Call Center Management

Coaching & Development

Performance Reviews

Forecasting & Staffing

Communication Skills

Leadership

Education

Associate or Bachelor’s Degree Preferred

High School Diploma or Equivalent

Tools

Contact Management System

Banking Software

Job description

The role emphasizes coaching, data-driven performance analysis, and timely feedback to improve customer outcomes. This on-site position requires strong leadership and bank operations knowledge.

Get your free, confidential resume review.

or drag and drop your file here.