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Rockland Trust · 12 hours ago

CIC Team Manager

Plymouth, MA, United States

Full-time

Onsite

Mid, Senior Level

$65K/yr - $78K/yr

5+ years exp

Rockland Trust is seeking an on-site Call Center Team Manager to lead service and sales operations within our Customer Information Center in Plymouth. This role is responsible for planning, directing, and developing team members while ensuring key performance indicators are met in an efficient, cost-effective manner.

Payments

Responsibilities

Create an effective and efficient team through communication, feedback and appropriate management practices. Conduct monthly one-on-ones and performance evaluations and recommend salary actions

Develop and maintain efficient and productive policies, procedures and workflows. Ensure the potential for financial loss and compliance lapses are minimized. Keep abreast of, support and comply with regulatory agencies and bank operating policies and procedures. Identify and resolve obstacles that prevent exceptional service delivery

Develop and administer motivational programs to foster a sales and service culture. Remain current on trends in contact centers and banking services as they relate to expanding and improving the department’s functionality. Meets or exceeds all sales and service goals through employee coaching and sales techniques

Assist the Vice President with strategic planning, budget review and preparation

Selects and develops quality employees. Supervises, motivates, and trains Call Center staff. Provides monthly sales tracking and sets a good example and inspires confidence, respect and loyalty among staff

Demonstrates and promotes high ethical standards and behaviors while fostering a change environment. Respects promotes and values diversity

Qualification

Customer service experienceSupervisory experienceSales skillsAnalytical skillsProblem solving skillsOrganizational skillsComputer skillsMentoring skillsCommunication skills