Call Center Assistant Manager

Call Center Assistant Manager
Camden National Bank is a full-service communitybank that offers an array of consumer and business financial products andservices, accompanied by the latest in digital banking technology to empowercustomers to bank the way they want. The Bank provides personalized servicethrough a network of 60 banking centers, 76 ATMs, and lending offices in NewHampshire and Massachusetts, all complemented by 24/7 live phone support. Weare dedicated to enriching the lives of people, helping businesses succeed andvitalizing the communities we serve. We offer outstanding benefits, trainingand development programs as well as a rewarding culture that encourages ahealthy work-life balance.
This position is responsible for working withthe Customer Assistance Center (CAC) Manager at ensuring departmentprofitability, efficient operations, and successful achievement of thedepartment's goals and strategic plan. The essential functions arenoted below; however, at Camden National responsibilities may evolve over timegiven organization, technological and/or staffing changes. At anypoint other duties may be assigned.
Essential Duties and Responsibilities include the following.
Supervises a team oftelephone agents through all aspects of the managerial process. Isaccountable for coaching, recommending and documenting performance actions,documenting attendance, assisting in hiring decisions, accountable for alltypes of training and improving morale.
Assist with managingstaff levels and scheduling to ensure customer calls are handled in a mannerconsistent with the Company's Service Level Agreement and meet customers'needs/demands in an effective and efficient manner.
Oversees and is directlyaccountable for a team of telephone agents in performing all aspects ofcustomer service activities. Monitors team's customer service calls toobserve demeanor, product knowledge, technical accuracy, and conformity tocompany policies. Holds coaching sessions to update the telephone agent onfindings; improvement plans are discussed and documented.
Maintains a qualifiedteam that can provide one call resolution to the customer wheneverpossible. Assists in promoting and marketing the CAC to effectively off-loadcall volumes from the branches and other areas of the bank.
Creates and maintains asales focused environment for inbound and outbound callopportunities. Manages staff to be sure they are embracing thedepartment's sales culture and that all in the team effectively identifycustomers'' needs and refer financial products andservices. Responsible for developing both inbound and outbound salescampaigns and promotions.
Work closely with othersin the organization on project committees affecting the CAC.
Develop, champion andimplement strategies to meet key performance indicators while helping others inthe CAC to embrace and react to change positively. Maintains harmony among teammembers and resolves grievances. Works to promote a positive work environment,improve morale, listening to telephone agents, acting on requests and treatingeach in a respectful, appropriate and encouraging manner to promote a strongteam environment.
Responsible for avariety of support functions such as handling escalated customer issues andcomplaints, and troubleshooting unique situations balancing customer need withbank risk. Will step in to fill any duties of a telephone agent whenneeded. Resolve high level and sensitive customer complaints. Documentsand reports to management in a timely manner.
Supervisory Responsibilities
This position will directly supervise allemployees with primary responsibility for responding to incoming callvolume. Carries out supervisory responsibilities in accordance withthe organization's policies and applicable laws. Responsibilitiesinclude assisting the CAC Manager with interviewing, hiring, and trainingemployees; planning, assigning, and directing work; appraising performance;processing payroll, rewarding and disciplining employees; addressing complaintsand resolving problems.
Qualifications To perform this job successfully, an individualmust be able to perform each essential duty satisfactorily. The requirementslisted below are representative of the knowledge, skill, and/or abilityrequired. Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.
Education and/or Experience
Associate's degree or equivalent from a two-yearcollege or technical school; or two to four years related experience and/ortraining; or equivalent combination of education and experience required.
Position requires knowledge in a specialized area. Customer serviceexperience is a must. Proven experience in a supervisory role includingdemonstrated team building skills. Proven ability to work effectively in adynamic environment while consistently meeting strict guidelines, proceduresand deadlines. Working knowledge of financial, and/or technical practicesrequired to fulfill the diverse requirements of the position.
Language Skills
Ability to read and comprehend simpleinstructions, short correspondence, and memos. Ability to writeprofessional correspondence both internally and externally withcustomers. Ability to effectively present information in one-on-oneand small group situations to customers, clients, and other employees of theorganization. Position requires the ability and initiative toinfluence and persuade others. Obtaining cooperation and trust atall levels of the organization is an important part of the job.
Mathematical Skills
Ability to add, subtract, multiply, and dividein all units of measure, using whole numbers, common fractions, and decimals.
Reasoning Ability
Ability to apply common sense understanding tocarry out detailed but uninvolved written or oralinstructions. Ability to deal with problems involving a few concretevariables in standardized situations. Overall company policies andregulations provide guidance for independent judgment. Identifiesand resolves issues for a department independently.
Other Skills and Abilities
Excellent communicationskills (both verbal and written).
Experience with customerrelations.
Sales skills andcross-selling ability.
Ability to utilize PC,including Word and Excel programs. High technical ability as thisposition concentrates on supporting and selling online, mobile and telephonebanking systems.
Possesses good judgment,accuracy, and the ability to work in a fast-paced environment.
Self-motivated and teamplayer.
Ability to analyzecomplex problems and weigh outcomes.
Physical Demands The physical demands described here arerepresentative of those that must be met by an employee to successfully performthe essential functions of this job. Reasonable accommodations may be made toenable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, theemployee is regularly required to sit and talk or hear. The employee isoccasionally required to stand; walk and use hands to finger, handle, or feel.The employee must occasionally lift and/or move up to 25 pounds.
Work Environment The work environment characteristics describedhere are representative of those an employee encounters while performing theessential functions of this job. Reasonable accommodations may be made toenable individuals with disabilities to perform the essential functions.
The Customer Assistance Center is a fast-pacedenvironment with extended hours. Candidates must able to work a flexibleschedule including some Saturdays. The noise level in the workenvironment is usually moderate to high.
Employment with CamdenNational is on an at-will basis, meaning employment is not guaranteed for anyspecific period of time, and any employment relationship established may beterminated by either party at any time, for any reason, with or without notice.Completion of an employment application is not a contract, express or implied,guaranteeing employment. Camden National Bank is an Equal Opportunity Employerand does not discriminate on the grounds of race, color, religion, sex, sexualorientation, including gender identity and gender expression, national origin,citizenship status, age, disability, genetic information or veteran status.

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