FVP, Director of Contact Center Operations

Division: Retail Banking

Department: Customer Support Center

Reports to: SVP, Director of Retail Service Distribution

Status: Exempt/Officer

Grade: 13

Salary Range: $96,089 - $204,063

Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location: Hybrid - in office requirements at one of the following hubs: Pittsfield, MA / Springfield, MA / Worcester, MA / Willimantic, CT / Albany, NY

Purpose/Objective:

Responsible for all aspects of Berkshire Bank Customer Support Center service and operations including development, implementation and monitoring of contact center scorecards, policies, and initiatives. Provides direct oversight to Customer Support management teams in multiple locations. Develops and strengthens vendor relationships. Ensures outstanding customer service, continuous process improvement and attainment of assigned objectives.

Key Accountabilities:
?? Assumes responsibility for the development and implementation of contact center scorecard for desired sales and service metrics. Provides input on and routinely reviews department budget. Monitors performance to ensure attainment of department sales, service, and budget goals. 25%
?? Works collaboratively with business leaders to further Customer Support Center development. Provides communication and support to IT, Marketing, Operations and Branch Management on related issues. Effectively and persuasively conveys ideas, insights and recommendations in team discussions, executive presentations, documents, and spreadsheets. 20%
?? Determines contact center operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses. Handles complex calls and decision making. Leads projects, participates in marketing campaigns, product development and product launches. 15%
?? Responsible for the coaching of Customer Support Center leadership to develop an environment of continuous process improvement. Works with Customer Support managers and leaders to identify efficiencies, coach staff, maintain knowledgebase, resolve complaints and implement effective department schedule. Customer Support Center training program. 35%
?? Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in special projects and support teams. 5%
?? Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one's duties.

Education:
?? Bachelor's degree or equivalent, relevant experience

Experience:
?? Minimum 5 years banking experience
?? Minimum 10 years Call Center experience
?? Minimum 2 years of experience supervising remote teams.
?? Experience leading teams of ten or more.

Skills & Knowledge:
?? Customer service/sales skills
?? Proven track record of managing high traffic call centers
?? Strong background in developing metrics and benchmarks
?? Experience in creating and implementing call center performance improvement programs
?? Proven leadership and interpersonal skills plus a demonstrated ability to manage, develop, and motivate staff
?? Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast-paced changing work environment
?? Ability to juggle multiple priorities, follow through on projects, and meet deadlines
?? Ability to interface with all levels of staff, Board members and customers

Berkshire Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

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