Remote Call Center Supervisor & Training Lead

Beacon Bank; Worcester (MA); On-site; USD 28,000 - 44,000; Full time

Job summary

Beacon Bank is seeking a Call Center Trainer/Supervisor in Worcester, MA or Lincoln, RI. You will design and deliver training programs, mentor agents, and support operations to achieve customer service goals.

You will update leadership on learning progress, develop materials, and lead coaching initiatives. A strong background in banking, onboarding, and team leadership is preferred, with flexible scheduling to meet business needs.

Qualifications

• Associate degree preferred or equivalent work experience.
• Minimum 2 years banking experience.
• Minimum 1 year Call Center experience.
• Experience leading onboarding and employee development programs.

Responsibilities

• Facilitate onboarding and ongoing Call Center training for agents.
• Develop training materials, job aids, and SOPs.
• Prepare reports on training effectiveness and performance trends.
• Respond to customer inquiries, coach agents, and promote products.
• Ensure compliance with banking laws and Beacon Bank policies.

Skills

Customer service

Coaching

Facilitation

Communication

Team leadership

Presentation

Problem solving

MS Office

Excel

Word

Education

Associate degree preferred

Tools

MS Office

Excel

Word

Job description

Beacon Bank is seeking a Call Center Trainer/Supervisor in Worcester, MA or Lincoln, RI. You will design and deliver training programs, mentor agents, and support operations to achieve customer service goals.

You will update leadership on learning progress, develop materials, and lead coaching initiatives. A strong background in banking, onboarding, and team leadership is preferred, with flexible scheduling to meet business needs.