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The full Customer Support Manager job description{target="_blank" rel="noopener noreferrer"} contains more information about this position. The Call Center Manager oversees all aspects of a Call Center team within one or more of our Call Center locations. The Manager will ensure an exceptional customer experience in all customer touchpoints, including phone service and digital communication channels. They will develop efficient operations and promote sales of products and services. Responsible for managing banking operations, customer relations, sales and services, and as necessary vendor relations. Ensures continuous process improvement by providing leadership, direction and motivation to the workforce. Education: Associate\'s Degree required or equivalent experience; Bachelor\'s Degree a plus Experience: - Minimum 3 years\' banking experience - Minimum 5 years\' Call Center management experience Skills & Knowledge: - Customer service/sales skills - Proven track record of managing high traffic call centers - Ability to lead remote and/or hybrid teams - Strong background in developing metrics and benchmarks - Experience in creating and implementing call center performance improvement programs - Proven leadership and interpersonal skills plus a demonstrated ability to manage, develop, and motivate staff - Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast-paced changing work environment - Ability to juggle multiple priorities, follow through on projects, and meet deadlines - Ability to interface with all levels of staff, Board members, and customers Berkshire 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.