Contact Center Manager at North Easton Savings Bank

Whitman, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Jun, 26

Salary

83000.0

Posted On

04 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Leadership, Performance Metrics, Forecasting, Staffing, Regulatory Compliance, Floor Leadership, Digital Channels Management, People Management, Coaching, Performance Development, Accountability, Sales Execution, Cross-Sell Campaigns, Data Analysis, Process Improvement, Reporting

Industry

Banking

Description

Description Here at North Easton Savings Bank, we exist to invest our time and resources locally and to improve the quality of living, working and raising a family in each of the communities we serve. Recognized as a Top Place to Work, our continued investment in growth and innovation doesn’t end with just our products and services - let NESB invest in your tomorrow by starting a career with us today. Shop Local. Bank Local. Work Local. Position Summary The Contact Center Manager leads the daily operations and performance of the Bank’s Contact Center - a critical touchpoint for customer experience, relationship growth, and brand reputation. This role directly influences how customers experience the Bank across phone and digital channels. By driving service excellence, operational efficiency, regulatory compliance, and sales performance, the Manager ensures every interaction strengthens customer trust and contributes to the Bank’s long-term growth. This role requires a leader who is both operationally disciplined and people-focused; someone who can manage metrics, forecasting, and process execution while actively coaching and developing a high-performing team. Essential Job Functions/Responsibilities Operational Leadership Own daily service levels, contact quality standards, and performance metrics. Monitor real-time and historical reports to ensure schedule adherence, productivity, and efficiency. Manage forecasting and staffing to align resources with call volume and budget targets. Ensure regulatory compliance across all customer interactions. Provide hands-on floor leadership and support during peak volume periods. Oversee performance standards related to Interactive Teller Machines (ITMs). Ensure proper handling of Digital Channels and service requests are fielded effectively and in a timely manner. This includes SMS, Online Chat, iBanking Inquiries, Online Applications and more. People Management & Development Lead, coach, and develop Call Center Representatives and an Assistant Manager. Conduct regular call observations and deliver timely, actionable feedback. Identify performance trends and create structured development plans. Drive accountability through clear expectations and consistent follow-through. Recognize strong performance and address performance gaps promptly and professionally. Foster a culture of professionalism, engagement, and continuous improvement. Manage headcount and expenses within approved budget parameters. Sales & Growth Execution Lead outbound and cross-sell campaigns. Coach Representatives to improve conversion, product knowledge, and relationship-building skills. Partner with senior leadership to align Contact Center performance with broader strategic growth initiatives. Administrative Oversight Analyze performance trends and implement process improvements. Oversee procedures management for the Department to ensure they are current and detailed accordingly. Develop reporting, tracking and other means to map patterns, service levels, operational growth and team praise utilizing our resources. Provide regular reporting and scoring related to month-to-date overview, quarterly review, and year end performance. Requirements High School diploma required; Associate or Bachelor’s degree preferred. 3–5 years of banking experience with strong operational and product knowledge. Prior management experience in a metrics-driven, performance-based environment. Regulatory compliance experience required. Demonstrated ability to analyze data, manage workflow, and consistently meet service level standards. Experience with forecasting, staffing models, and performance reporting. Proven success coaching employees to improve performance, accountability, and engagement. Strong leadership presence with the ability to hold team members accountable while maintaining a positive, professional culture. Excellent communication, organizational, and problem-solving skills. Ability to balance operational discipline with people development. The pay range for this position is based on the lowest to highest salary we in good faith believe to pay for this position at the time of this posting. We may ultimately pay more than the posted range and the range may be modified in the future. An individual’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, sales or revenue-based metrics, business or organizational needs, affordability and market pay. Physical Demands This position is an office-based position in terms of physical demand. Employees are expected to be able to operate their fingers and hands to perform functions such as typing, writing, and filing. Employees must also be able to move throughout the office with ease while also being able to sit for extended periods of time. Employees must be able to see and hear in an office setting that does include much noise going on around one’s workspace. While this job is mainly clerical, there are instances in which employees must be able to transport up to 20 pounds. Work Environment This job operates in a bank branch office. It is a professional environment. Note The above is a description of the ordinary duties of the position. It should be expected that from time-to-time other duties (both related and unrelated to the above) may be assigned and are therefore required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. North Easton Savings Bank is dedicated to being an equal opportunity workplace. To reach and maintain this goal, the Bank strictly prohibits harassment and discrimination based on gender, sex, race, ethnic background, age, physical disability, mental disability, and anything else protected by law. North Easton Savings Bank welcomes diversity and we believe that diversity is the root of successful teams and an overall successful workplace. NESB123

Responsibilities

The Contact Center Manager leads daily operations and performance for the Bank’s Contact Center, focusing on driving service excellence, operational efficiency, regulatory compliance, and sales performance across phone and digital channels. This involves owning service levels, monitoring metrics, managing staffing/forecasting, and ensuring proper handling of digital service requests like SMS and chat.