- Client Service Center Team Leader
Client Service Center hours of operation (CST): 7:00 AM - 7:00 PM (Mon - Fri) - 8:00 AM - 3:00 PM (Sat) 10:00 AM - 3:00 PM (Sun)
Responsibilities: Supervise the client service center agents
Summary: The team leader role will be that of an empowered associate to assist, train and develop the Client Service Center staff.
Duties and Responsibilities: •Ensure productivity and quality performance objectives are met by monitoring at least 5 calls per week per team associate using the Call Observation Sheet •Reinforce and motivate team members’ daily performance •Meet with team members monthly to evaluate and set goals and develop action plans for achievement of said goals •Evaluation of new associates during and after training as part of their team •Provide evaluation of performance during both semi-annual and annual performance reviews •Ensure customer service associates are available to handle customer inquiries accurately and timely •Resolve escalated customer issues and log them in Connections •Conduct weekly coaching sessions for each team member to target and clarify service and sales behaviors as they relate to the Centier relationshiping strategy •Host monthly team meetings that will address any current issues as well as provide positive reinforcement and educational opportunities •Act as liaison between the call center and other departments •Determine collective and individual training requirements and supervise the training of all new associates that will be part of their team •Give input and ideas from bonus/incentive programs for the department •Provide information and data in the development of the annual business plan •Maintain staffing levels and schedule staff appropriately so that the clients are properly serviced and business objectives of the department are met •Meet with the manager weekly to plan, strategize, and review department performance Knowledge, Skills, and Abilities: •Strong interpersonal and communication skills •Flexible, team player, and self starter •Basic PC skills – MS Office (Word and Excel) •Good organizational and planning skills •Knowledge of call center technologies
Minimum Qualifications: •Bachelor’s degree in a business related field is preferred •1-3 years in banking preferred •Management experience •Customer service experience
Pay level 8
- Some Experience Required