Assistant Contact Center Manager

Position Title:  Assistant Contact Center Manager 

Repots to:  Contact Center Manager 

Approved by: VP, Retail Distribution Network

Summary:

The Assistant Contact Center Manager (ACM) is responsible for supporting the Contact Center Manager in all areas of departmental leadership. This includes, but is not limited to, customer service, sales, operations, compliance, training, and culture. The ACM may have direct supervisory authority of staff, as deemed appropriate by the Contact Center Manager. 

This position includes but is not limited to the following responsibilities:

• Responsible for ensuring that staff offer a level of service that is unparalleled and solutions focused while balancing risk and the regulatory requirements of the bank


• With the Contact Center Manager, responsible for the overall operational soundness of the department. This includes all customer service functions


• Ensures the adherence to policy and procedure within the department, and that staff always takes the time to get tasks right – the first time


• Ensures that bank resources, including staff, are being used efficiently and productively


• Develops, analyzes, and monitors metrics and Key Performance Indicators (KPI’s) as deemed appropriate by Contact Center Manager

• Makes recommendations (and helps execute) on training, process improvement, and staff development based on KPI’s and observations


• Collaborating with Contact Center Manager, develops both quantitative and qualitative goals for staff 

• Supports the Contact Center Manager with staff development including performance reviews, improvement plans, training, and recruiting


• Sits with staff quarterly to monitor calls and ITM interactions and provides on-the-spot coaching to teammates and Contact Center Manager

• Assists with implementing new and upgraded technologies to support the Contact Center and achieve established goals


• Maintains knowledge of all digital banking and communication channels including but not limited to: online & mobile banking, VOIP, chat, social media, text, and video

• Collaborates effectively within Retail and with other departments 

Requirements: 

• 2-3 years of financial services experience


• 2-3 years of leadership experience


• Great interpersonal and communication (written and oral) skills


• Organizational, analytical and problem-solving skills with keen attention to detail


• High School Diploma or equivalent required. Bachelor’s degree preferred

Greenfield Savings Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity and/or expression, national origin, disability status, protected veteran status, age, marital status, or any other protected class.