Senior Group Manager, USCC (US) at TD Bank in Auburn, ME
Job Description Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required Manages, develops, coaches and motivates a team to achieve specialty KPIs, along with Production, Customer Experience, Compliance and Quality targets Accountable for performance of multiple specialty teams, across multiple locations Continually monitors, evaluates and revises strategy for the specialty team supported Stays informed on trends and developments as it relates to the specialty team supported Monitors calls and assigned team activities to ensure service, quality and productivity standards are met Ensures team adheres and is aware of changing rules and regulations pertaining to the contact center industry Responsible for profitable growth for the channel to exceed established goals and objectives Ensures compliance to Contact Center policies and procedures Enforces adherence to budget Supports the implementation of company policies, procedures and practices Monitors productivity and performance effectiveness through call observations Participates in the selection, placement and training of new staff members. Develops, assesses and evaluates Employee performance, prepares appropriate action plans and conducts performance reviews Maximizes productivity by coaching staff to achieve set department goals Ensures ongoing development and training of staff and assists with training and development efforts Coaches staff to develop a solid knowledge of a wide variety of products and services Continues to enhance reward and recognition programs Works with other internal partner groups to resolve escalated Customer issues Participates on committees and project teams to include product offerings and changes, policy, risk, marketing, etc. Manages budget for designated teams within the regions Requirements Bachelor's degree or equivalent experience 5 years management experiencerequired Previous contact center management experience, 2 years as a minimum, 5 years preferred Excellent communication; oral and written skills Excellent motivational skills Keeps updated on contact center industry trends, products, etc. Must have competitive nature to stay motivated to exceed goals Must be able to work in a fast-paced and changing environment Must be eligible for employment under regulatory standards applicable to the position.
Salary Range:
$80K -- $100K
Minimum Qualification
HR ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Salary Range:
$80K -- $100K
Minimum Qualification
HR ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
