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About the role
Key responsibilities & impact- Manages a team of service/sales representatives
- Provides overall direction, corporate vision, and communication to assigned Colleagues in the Contact Center
- Provides day to day team leadership and work direction to ensure effective operations
- Monitors calls and assigned team activities to ensure productivity standards are met
- Participates in the selection, placement, and training of new staff members
- Develops, assesses, and evaluates Colleague performance
- Coaches Colleagues to develop a solid knowledge of products and services
- Resolves escalated Customer issues
- Leads a team and oversees complex or diverse operations or a functional area
Requirements
What you’ll need- Bachelor's degree or progressive work experience
- 2+ years' related experience
- Prior leadership experience or progressive responsible Contact Center/Bank experience
- Ability to coach and mentor others
- Strong ability to successfully balance competing priorities in a fast-paced environment
- Strong analytical skills with ability to identify problems and implement solutions
- Strong communication skills, both verbal and written with ability to successfully influence others
- Excellent Customer service and computer skills
- Must be available to work flexible hours determined by the needs of the department which may include weekends, nights, and holidays
- Cross trained in a variety of queues within USCC preferred
Benefits
Comp & perks- Health and well-being benefits
- Savings and retirement programs
- Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)
- Banking benefits and discounts
- Career development opportunities
- Reward and recognition programs
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
analytical skillscustomer service skillscoachingmentoringperformance evaluationproblem identificationsolution implementation
Soft Skills
leadershipcommunication skillsability to balance competing prioritiesteam managementinfluencing skills
Certifications
Bachelor's degree