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Team Leader
Discover Financial Services
New Albany, OH, United States
Job Details - this job has expired, please see similar jobs below
Job Description
Responsible for providing quality and efficient customer service to customers through the daily management of a team of up to 30 employees to include
hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving. Additionally, responsible for assisting manager
with development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.
Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs. Provide daily direction and
communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provide continual evaluation
of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external
customers.
Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill
improvement.
Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
Insure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed by
team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.
Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on
warnings and make effective/appropriate decisions relative to corrective action as required.
Assist manager with daily operation of call center to include the development, analyses and implementation of staffing, training, telemarketing,
scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to area/process
improvement.
Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.
Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.
Use appropriate judgment in upward communication regarding department or employee concerns.
Promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to required standards and
processes.
Skills
see job description
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.