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Contact Center Credit Card Manager
Citizens Bank
Pittsburgh, PA, United States
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Description
Contact 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 relationships. This role will supervise and coach team members, thus ensuring superior service is delivered in the Contact Center. The team leader will also analyze and prepare reports for management on team goal achievement, workflow, productivity, and performance results. The Contact Center Team Leader will build and foster relationships with key partners to ensure quality service is being delivered to our customers.
Leadership Accountabilities:
Business Management & Planning: Implement and delivery of 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 continuous improvement activities.
Customer Service: Be a role model to drive 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 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.
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).
Qualifications
Qualifications:
·World class customer service skills
·Strong coaching abilities - takes responsibility for coaching people to drive performance and sales improvement
·Leadership skills that foster collaboration, respect and harmony amongst team.
·Excellent time management skills; goal driven with a desire to exceed sales and productivity goals - including meeting day to day business needs
·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
·Excellent knowledge of Office products
·Sets challenging and measurable goals and targets for others
·Expresses confidence in the capability of self and others to achieve
·Tailors content of communication to meet the needs and interests of the audience
·Creates an organization culture that enables people to say what they really think, feel and believe
·3 – 5 years banking and or operations experience, Contact Center experience preferred, Customer service/sales experience a plus
·High School or Equivalent required, advanced degree preferred or 3-5 Years of Customer Service/Sales management Experience in lieu of Degree
Hours & Work Schedule
Hours per Week: 40
Work Schedule: 9:00a-5:30p Tu-Sat
Why Work with Us
At Citizens, you’ll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
Equal Employment and Opportunity Employer/Disabled/Veteran
It is the policy of Citizens Bank and Citizens Securities, Inc. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Opportunity & Affirmative Action Employer Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.