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POSITION: CUSTOMER CONTACT CENTER OPERATIONS MANAGER 

Summary:

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

Qualifications: 

  • 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. 

Location:        

Waltham, Massachusetts 

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.