POSITION: CUSTOMER CONTACT CENTER OPERATIONS MANAGER
The Operations Manager will demonstrate our core values and will lead the team in all aspects of service, day to day operations, and growth.
Key Result Areas:
Lead team to excellence by ensuring the CCC provides consistently high-quality experiences to internal and external customers
In collaboration with CCC Manager, interview, hire, and coach team to align with bank objectives
Maintain and deepen existing customer relationships and acquire new customers to align with banks growth objectives with integrity
Ability to demonstrate awareness of the need to collaborate with all business partners to foster meaningful relationships
Maintain knowledge of, and consistently adhere to, bank policies, procedures, and regulations
Manage day-to-day Operations, to include reporting, scheduling, and customer escalations
Manage CCC efficiency submissions
Serve as initial point of contact for CCC Specialist inquiries
Directly manage 8 FTE’s
Responsible for knowledge and expertise in utilizing customer interface technology, electronic delivery systems, and numerous software applications used by the CCC
Perform additional duties as required
High School Diploma or GED equivalent
Three plus years of management experience
Five plus years of proven experience in service, sales, service and operations management
Ability to lead and motivate to attain results
Ability to work independently and take accountability for actions, making quick, high quality decisions, and be proficient in conflict management
Strong communication, interpersonal, analytical, and technical skills, with the ability to interact with diverse groups
The above description covers the most significant responsibilities but does not exclude other occasional responsibilities and accountabilities, the inclusion of which would be in conformity with the major purpose of this job.
About Cambridge Savings Bank:
Cambridge Savings Bank is a full-service financial institution with approximately $5 billion in assets that is committed to improving the quality of life in the communities it serves. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services and has branches located in Arlington, Bedford, Belmont, Burlington, Cambridge, Charlestown, Concord, Lexington, Melrose, Newton, and Watertown.
Cambridge Savings Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.