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Call Center Team Manager

Company Name:
TD Bank
Job Description
The Team Manager provides overall direction, corporate vision and communication to assigned staff in the Call Center on a day to day basis to drive efficiencies and raise the bar on WOW! service to our Customers. This job develops, coaches and motivates Employees to achieve personal/team production goals and professional/personal development objectives.
Monitors calls and assigned team activities to ensure service and productivity standards are met
Assists with the implementation of company policies, procedures and practices
May monitor productivity and performance effectiveness through call observations
May participate in the selection, placement and training of new staff members
May develop, assess and evaluate Employee performance, may prepare appropriate action plans
and may conduct performance reviews
Ensures ongoing development and training of staff and assists with training and development efforts
May coach staff to develop a solid knowledge of a wide variety of products and services
Continues to enhance reward and recognition programs
May partner with other Call Center sites to maximize our service/quality levels
Resolves escalated Customer issues
May lead, coach and model a brand enhancing Customer experience with every interaction
Qualifications
Bachelor's degree or progressive work experience in addition to experience below
2-4 years related experience required
Prior leadership experience or progressive responsible Call Center/Bank experience
Ability to coach and mentor others
Ability to provide conflict resolution
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 specialty queues preferred
Inclusiveness
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach her/his potential.
If you have a disability that requires an accommodation to complete the application process, please e-mail TD Bank''s HR Compliance Department at . Please include your full name, contact information and details about your request within the e-mail.
EOE/Minorities/Females/Veterans/Individuals with Disabilities.
TD Description
About TD Bank, America''s Most Convenient Bank
TD Bank, America''s Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth , and vehicle financing and dealer commercial services through TD Auto Finance. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit . Find TD Bank on Facebook at and on Twitter at .
TD Bank, America''s Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol "TD". To learn more, visit .
Job Status: Full Time
Date Updated: 05-Apr-2014
Job Category: Call Center (sales & service)
Auto req ID: 51795BR
Job Title: Call Center Team Manager
Location: Auburn Call Center
Hours: Sun-Thurs 5a-1:30p

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