Responsibilities include, but are not limited to the following: Responsible for the management of inbound sales and service team in the Call Center. Possesses the high level of knowledge of bank products and services as well as demonstrates an in-depth knowledge of Call Center acumen. Establish standards of performance to ensure a superior level of customer service by coordinating and supervising the operations of the Call Center.

• Responsible for meeting sales, service and quality objectives as assigned. Ensures the satisfaction of customers by continuously monitoring volumes in the Call Center.
• Handles complex customer complaints and problems are able to identify common or recurring trends, and take steps to resolve these problems. Requires excellent communication skills to ensure that all Team members are responding to customers requests accurately, efficiently, and expediently.
• Possesses an advanced level understanding of the Metavante tools and services and various other online service tools for the accurate administration of customers accounts.
• May manage staff members of other functional units within the Customer Service Center, in the absence of appropriate supervisory personnel. Manages inbound call center team/s of Customer Service Representatives responsible for fielding calls via a national 1-800 number.
• Ensures a superior level of customer service by monitoring customer calls and other requests, ensuring team members are following the appropriate service standards when dealing with Bank customers.
• Manages performance deficiencies and regularly provides both formal and informal feedback to Customer Service Specialists. Ensures the satisfaction of customers by continuously monitoring volumes in the assigned area of responsibility, by scheduling assigned Team members to meet service level targets while maximizing their utilization, and by monitoring individual performance.
• Attain assigned sales goals and business plan initiatives, providing staff member with regular sales updates and coaching sessions. Works with Customer Service Centers VP of Sales to plan and reach annual goals.
•  Handles the most complex customer complaints and problems without assistance by making independent decisions. Is able to instill a sense of confidence with these customers based upon accurate content and confident delivery.
• Approves, or surpervises the approval of all Service Requests entered by call center staff members, assuring that quality and training standards are being adhered to. Coordiates with the Service Team when nessasary to manage the follow-up, documentation, and tracking of customers Service Requests.
• Responsible for the selection, training, development and performance evaluation of all Call Center inbound staff members. In the absence of appropriate department personnel, many manage staff and activities of other functional units within the Customer Service Center.

Qualifications:

•  Education and Experience A minimum of an Associates Degree or related knowledge/skills base gained through experience required. Bachelors Degree or related knowledge/skills base gained through experience preferred. Strong service background required; call center experience preferred.
• 3-5 years supervisory/management experience required. Skills/Knowledge Demonstrated sales ability. Proven management skills.
• Excellent communication, organizational, and interpersonal skills required. High level of knowledge of Call Center technologies and Microsoft applications. Bi-lingual skills desired, but not required.

Committed. Inclusive. Courageous. Eastern Bank has built a legacy of investing in the communities we serve and helping our customers, communities and employees thrive and grow. We pride ourselves in having knowledgeable and experienced professionals that can provide the expertise, personal attention and service our customers deserve.

As an inclusive company, we work to ensure that our valued employees are treated fairly, recognized for their individuality, and encouraged to reach their fullest potential. These values have earned us a reputation as a great place to work and provide a strong reason why you should consider a career with us.