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Line of Business Role Description
The team lead will be responsible for assisting the team manager with a team of 15-25 associates (or may assist multiple team managers) that handle detailed research and complex issues via various contacts methods: telephone, email, chat, or fax. Interacts with multiple cross functional areas across the firm. Provides direction and guidance to less experienced team members. Recognizes and recommends areas needing improvement. May assist in scheduling and coordinating team activities. Handles escalated customer calls, including complicated transactions, and assisting less experienced associates with issue resolution. May handle general customer queue calls as necessitated by business need. May assist with coaching and development across multiple teams. Typically requires 1 to 3 years of experience, and some experience as a senior level representative.
Entry level Operations Supervisory position. Reports to a Team Manager or Operations Manager.
Individual Contributor that directs a small unit or section of the company's internal operations activities.
Responsibilities focus on the day to day resolution of problems and execution of transactions within specific operations units requiring immediate and frequent involvement with unit activities, e.g., reviewing and authorizing General Ledger entries, approving exception processing, etc.
Reviews operations procedures and implements changes and ensures the enforcement and adherence to operations procedures.
Provides guidance to staff and may handle exception items or unusual situations, referring more complex problems to a senior level manager.
Requires basic operations knowledge with work experience in a specific product line. More than 50% of time is spent doing actual production work.
May provide input into key people decisions (i.e. Salary Planning, Performance management, hiring/firing, etc.).
Typically has 1-2 years Operations experience with no prior management experience.
May act as shift supervisor (or senior associate in charge) during hours where manager is not available
Handles most complex issues received (escalated client issues)
Had higher degree of empowerment & may be responsible for approving refunds, conducting audits/approvals on key activities, etc.
Provides on the floor coaching and guidance to associates on difficult client issues
No direct reports, but considered a key role for future management development (succession planning)
Acts as SME for development of procedures, testing, etc.
3-5 years of experience in Credit Card/Merchant Services industry experience preferred
1-2 years of experience in an Inbound Call Center atmosphere preferred
1-2 years of experience accounting functions preferred
Bachelor's degree or comparable experience require
Experience in operations roles
Demonstrated leadership skills in a team based environment and the ability to motivate and empower employees.
Excellent interpersonal, written, and oral communication skills.
Ability to travel approximately 20% to bank sites including vendor locations.
Microsoft Office Suite products, including but not limited to Word, Visio, Excel, SharePoint and Project
Familiarity with relevant call center technology and applications, including but not limited to including Nice, IEX, Aspect, etc.
Shift:1st shift (United States of America)
Hours Per Week: 40
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