Remote Call Center Supervisor

Berkshire Bank; Pittsfield (MA); Hybrid; USD 28,240 - 44,248; Full time

Job summary

Berkshire Bank is seeking a Supervisory Customer Support role in its Beacon Bank & Trust division in Pittsfield, MA. The role focuses on directing a team of Customer Support Specialists, ensuring quality service, resolving issues, and expanding customer relationships.

The position emphasizes leadership in a remote environment with on-site support as needed, in a non-exempt, pay-grade 7 setting. A strong background in banking and call center operations is required.

Qualifications

• Associates degree preferred or equivalent work experience.
• Minimum 2 years banking experience.
• Minimum 1-year Call Center experience.
• Minimum 6-12 months in Berkshire Bank Call Center.
• Experience with supervising teams in a remote environment; flexible onsite support.

Responsibilities

• Respond to inbound calls with excellent customer service and product information.
• Oversee daily activity of the Customer Support team; coach and develop team members.
• Support performance management, onboarding, and training for designated staff.
• Participate in special projects and process improvements for call center.
• Ensure compliance with banking laws, rules, and internal policies.

Skills

Customer service

Problem solving

Communication

Multitasking

Operations proficiency

Attention to detail

Education

Associates Degree preferred

Job description

Berkshire Bank is seeking a Supervisory Customer Support role in its Beacon Bank & Trust division in Pittsfield, MA. The role focuses on directing a team of Customer Support Specialists, ensuring quality service, resolving issues, and expanding customer relationships.

The position emphasizes leadership in a remote environment with on-site support as needed, in a non-exempt, pay-grade 7 setting. A strong background in banking and call center operations is required.