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Call Center Team Leader manages the day-to-day activities of a team. Creates/coaches to a customer focused environment that motivates and empowers teams to deliver high quality customer service and sales to increase customer satisfaction and enhance customer relationship. The Contact Center Team Leader is responsible for hiring decisions, performance reviews, and reward and recognition of employees under supervision and assists in the preparation of business plans and goal setting for the unit.
Creates/coaches to a customer focused environment that motivates and empowers team to deliver high quality customer service and sales to increase customer satisfaction and enhance customer relationship. Responsible for hiring decisions, performance reviews, and reward and recognition of employees under supervision. Expresses confidence in the capability of self and others to achieve success. Draws attention to and rewards individual and team success.
Assists in the preparation of business plans and goal setting for the unit. Analyze and make recommendations to improve productivity while maintaining established goals. Analyzes and prepares reports for management on team goal achievement. Researches and resolves routine operational issues. Responsible for the professional development of a team consisting of multi level agents. Clearly states expectations of excellence in customer service including setting challenging and measurable goals.
Business Management & Planning: Implement and deliver the business plans and targets. Plan, allocate and organize team resources to meet the business plan.
Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities. May include project participation.
Customer Service: Be a role model to drive a customer service values and effective management of customer concerns and issue resolution. To set expectations of customer service excellence delivery and ensure all department SLAs are met and/or exceeded.
Risk Management: Identify and manage the risk, minimizing the outcome and escalating where appropriate.
Stakeholder Management: Develop and maintain effective working relationships. Partner with other department and / or divisions with common goals.
Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Be flexible to react and/or implement change initiatives.
Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives.
Recruitment & Induction: Identify hiring needs and make hiring decisions. Manage the new hire orientation process for new team members.
Team Development: Create, plan and implement activities that will support the development of team members. Performance Management: Ensure team meets agreed service levels, Coach and develop staff. Review and follow-up with each individual’s performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors.
Ensures that direct reports have clear objectives and targets linked to business objectives and appropriate behaviors ("what" is expected and "how" they are expected to achieve objectives).
World class customer service skills and expert in problem resolution
Thorough knowledge of products and services
Strong coaching abilities - takes responsibility for coaching people to drive performance and sales improvement
Leadership skills that foster collaboration, respect and harmony amongst team
Builds a climate that values collaborative/innovative thinking
Excellent time management skills; goal driven with a desire to exceed sales and productivity goals - including meeting day to day business needs
Team player with strong coaching/mentoring abilities
Uses personal development plans to help individual review development and measure improvements in performance
Advanced problem solving skills/ability to negotiate through difficult situation with customer recovery as end result
Excellent verbal, written and interpersonal skills
Ability to multi-task and work independently in a fast paced work environment
Strong knowledge of Office products
Possibly completion of Sales Achievement and Leadership Excellence certification
High School or Equivalent required, Associate Degree preferred or 2-3 Years of Customer Service/Sales management Experience in lieu of Degree
2 – 3 years Supervisor banking or operations experience, Contact Center experience, Customer service experience/sales a plus.
Hours and Work Schedule
Hours per Week: 40
Work Schedule: Monday - Friday 8am - 5PM
Equal Employment Opportunity
It is the policy of Citizens Bank of Pennsylvania to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
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