Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 58 days ago

Call Center Supervisor/Trainer

Beacon Bank91 open roles

Where
Worcester, MA, USA
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowCall Center Supervisor/TrainerBeacon Bank · Worcester, MA, USA

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Beacon Bank's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

11.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.0%1 day
  2. 4.3%3 days
  3. 11.3%7 days
  4. 17.5%14 days
  5. 34.2%30 days
  6. 43.5%60 days
This job: posted 58 days ago

The posting

Division: Bank Operations

Department: Call Center

Reports to: Systems & Onboarding Manager

Status: Non-Exempt

Officer: N/A

Grade: 7

Salary Grade: $20.50 - $32.12

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

Location: Worcester, MA or Lincoln, RI

Purpose/Objective:

The Call Center Trainer/Supervisor is responsible for developing and delivering Call Center training programs while providing day-to-day operational support to the Call Center agents. This role ensures employees are equipped with the knowledge, skills, and resources necessary to deliver exceptional customer service, achieve performance goals, and comply with Beacon Bank company policies and procedures. The Trainer/Supervisor partners with the AVP of Systems and Onboarding and Call Center Leadership to identify performance gaps, implement coaching strategies, and drive continuous improvement.

Key Accountabilities:

  • Facilitate new hire onboarding and ongoing training programs for Call Center employees. Lead the new hire experience from orientation through the agent production environment. Update the AVP of Systems and Onboarding and Call Center Managers any new hire and agent learning progress. Identify training needs through quality assurance results, performance trends, customer feedback, and operational metrics. Develop and maintain training materials, job aids, process documentation, and standard operating procedures. Support change in management initiatives by training employees in new systems, products, processes, and procedures. 50%
  • Prepare reports and present training effectiveness, employee performance trends, and key operational metrics. Is a member of the Call Center Procedure Committee, which reviews policies and procedures and implements updates as necessary. 25%
  • Responds to incoming calls from both internal and external customers. Ensures excellent customer service by responding to general account inquiries, deposit and loan rate requests, information about products and services, Online Banking and ATM or Debit Card issues. Performs PIN resets, online banking and e-statement set up and check order requests. Responds to Web Support inquiries, files EFT complaints for customers reporting unauthorized electronic activity on accounts. Follows through with all customer issues and provides ongoing assistance as needed. Performs research to resolve issues; educates customers and promotes Beacon Banks’ products and services. Identifies and offers new opportunities and solutions to meet customers’ needs. Identifies customers’ needs and offers new opportunities to customers to meet established goals. Actively supports and participates in the continued development of sales environment within the call center. 15%
  • Performs ad-hoc duties as detailed by the AVP of Systems and Onboarding and Call Center Leadership. Provide support for the AVP of Systems and Onboarding. 10%
  • 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:

  • Associate’s degree preferred, or equivalent work experience.

Experience:

  • Minimum 2 years’ banking experience
  • Minimum 1-year Call Center experience
  • Minimum 6-12 months in Beacon Bank Call Center
  • Experience with working in and supervising teams in a remote environment.

Skills & Knowledge:

  • Excellent customer service/sales skills
  • Problem solving ability
  • Ability to handle multiple tasks
  • Technically proficient in operations & procedures
  • Attention to detail
  • Excellent presentation, facilitation, coaching, and communication skills
  • Demonstrated ability to motivate, develop, and lead teams.
  • Experience leading new hire onboarding and employee development programs preferred
  • Extensive knowledge of Beacon Bank products and services
  • Ability to work in a team environment
  • Proficient with MS Office products including Word and Excel
  • Flexible work schedule expectation to support business needs

Beacon 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. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at [email protected].

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Beacon Bank's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Beacon Bank's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Beacon Bank's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.