CIC Team Manager

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. The ideal candidate will drive operational excellence, coach and develop staff, and ensure all activities align with established policies, procedures, and Rockland Trust's commitment to exceptional customer service.

Position 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.

Qualifications:

• 5+ years of experience in customer service, sales or contact center environment
• 3+ years of supervisory experience
• Excellent analytical, problem solving and organizational skills
• Ability to make sound business decisions within established guidelines
• Ability to mentor leadership candidates and develop a cohesive workforce
• Excellent sales and customer service skills, preferably via telephone
• Excellent verbal and good written communication skills
• Excellent computer skills
• College degree preferred

Level of Judgment Required: High level of independent problem solving and judgment decisions related to customer and employee situations

Working Demands: Normal office environment, On-site

Our goal is to offer our colleagues the most generous benefits package possible. We strive to provide colleagues with a comprehensive benefits package and an environment that supports a healthy work-life balance. Benefits include: Competitive compensation with performance incentive awards, Health Insurance, Dental Insurance, a 401K and DC Plan for your retirement, LTD & Life Insurance, Day Care Reimbursement, Tuition Assistance for graduate and undergraduate programs, an award winning Wellness program and much more!

At Rockland Trust you'll find a respectful and inclusive environment where everyone is given the chance to succeed. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.