Contact Center Performance Leader

Paylocity; Whitman (MA); On-site; USD 70,000 - 100,000; Full time

Job summary

North Easton Savings Bank seeks a Call Center Manager to lead a busy contact center delivering sales and service by phone, email, chat, and text. You will coach and develop representatives, monitor performance, and ensure adherence to schedules and service levels.

The role emphasizes data-driven coaching, daily feedback, and recognition programs to meet bank objectives, with on-site leadership and a strong focus on customer experience and regulatory compliance.

Qualifications

• Minimum 3–5 years of banking or call center supervisory experience.
• Strong leadership and communication skills; ability to coach and develop teams.
• Experience with call monitoring, performance metrics, and feedback processes.

Responsibilities

• Manage Call Center Representatives and oversee daily operations.
• Observe and develop performance through regular coaching and feedback sessions.
• Document performance, analyze trends, and prepare improvement plans.
• Create and monitor action plans to raise service quality and efficiency.
• Ensure adherence to schedules, attendance, and budget guidelines.
• Maintain and report on service levels, quality metrics, and customer outcomes.

Skills

Management experience

Call Center supervision

Performance coaching

Data analysis

Strong communication

Education

Bachelor’s degree preferred

Banking knowledge

Tools

CRM software

Call Center software

Job description

North Easton Savings Bank seeks a Call Center Manager to lead a busy contact center delivering sales and service by phone, email, chat, and text. You will coach and develop representatives, monitor performance, and ensure adherence to schedules and service levels.

The role emphasizes data-driven coaching, daily feedback, and recognition programs to meet bank objectives, with on-site leadership and a strong focus on customer experience and regulatory compliance.