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Client Services Team Lead
Union Bank
Arlington, TX, United States
Job Details - this job has expired, please see similar jobs below
Reporting to the Call Center Manager, the Client Services Team Lead will oversee daily operations in a call center and manage call center staff. This role is primarily responsible for the direct management of 10-15 client services representatives.
Work shift: 5:45am - 2:15pm CST, with rotating weekends required.
Major Responsibilities:
Leadership and Performance Management
• Set targets and write/conduct performance evaluations/reviews.
• Set performance goals and objectives.
• Manage employee issues regarding attendance and performance.
• Conduct regular review of all call center agents performance and organize training sessions, as appropriate.
• Recommend and purchase products to enhance job performance at the call center.
• Seek new ideas and strategies to improve performance.
• Ensure a safe and harmonious working environment for team members and delegate duties.
• Suggest and organize team building activities.
Coaching and Development
• Responsible for coaching and developing team members in all areas of performance and career development including, but not limited to, metrics and behaviors related to the customer experience and booked loan volume.
• Implementing performance improvement plans and/or disciplinary action for under-performing employees.
• Facilitate and lead discussions on weekly/monthly achievement levels of goals to ensure improvement and efficient productivity is achieved.
• Facilitate, organize, and lead training sessions for all agents and participate in recruitment of new call center agents.
• Monitor calls to ensure that procedures and quality standards are strictly adhered to properly.
• Provide ongoing feedback, coaching, and training.
• Ensure understanding of relevant products, services, procedures, and guidelines.
Operations
• Manage daily call center operations, employee attendance, and schedules.
• Prepare forecasts and budgets for the call center.
• Schedule and organize shift patterns for team members to ensure customers are never left unattended.
• Communicate policy updates and company information through team meetings and one-on-one development sessions.
• Determine root causes for bottlenecks and report to management regarding opportunities for improvements.
• Interact with cross-functional support groups in order to manage day-to-day operations.
• Prepare weekly reports to management summarizing weekly concerns, opportunities, and needs.
Other Responsibilities
• Independently handle escalated customer issues and work directly with customers to facilitate problem resolution in a timely and efficient manner.
• Keep up with trends / happenings in the industry and ensure adherence to industry standards.
• Ensure that clients are satisfied at all times by providing prompt response and solutions to their challenges.
Qualifications
• Bachelor’s Degree in management preferred.
• 3+ years of experience in a high-volume call center environment with a track record of meeting and / or exceeding goals.
• 5+ years of customer service experience.
• Excellent leadership skills with ability to manage, motivate, inspire, train, and mentor a team to deliver excellent results that support collective departmental goals in a call center environment.
• Demonstrate a strong working knowledge of all federal banking regulations and the Bank policies & procedures.
• Proven work experience as a team leader or supervisor.
• Proven decision-making skills In-depth knowledge of performance metrics.
• Experience monitoring inbound / outbound calls and providing feedback.
• Proficiency with Microsoft Office products (Excel, Word, Outlook, and Power Point).
• Excellent organizational skills.
• Effective verbal and business writing communications.
• Strong interpersonal skills.
• Excellent customer service skills
• Strong analytical/problem-solving skills, attention to detail/accuracy, and flexibility in work assignments.
• Ability to lead through coaching and inspiring others.
• Ability to work well with others to overcome obstacles and problems in a changing environment.
• Time management skills and ability to prioritize your work flow effectively.
• Training development experience is a plus.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it’s the bank’s policy to only inquire into a candidate’s criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.