Group Manager

Company Name:
TD Bank
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 Description The Group 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. Manages, develops, coaches and motivates Employees to achieve personal/team production goals and professional/personal development objectives.
o Manages, develops, coaches and motivates a team of Supervisors, Team Leaders, and Banking Specialists to achieve Call Center production, sales, CWI, and quality targets.
o Monitors calls and assigned team activities to ensure service and productivity standards are met.
o Ensures compliance to Call Center policies and procedures.
o Ensures performance and strategic plans are executed properly.
o Enforces adherence to budget.
o Supports the implementation of company policies, procedures and practices.
o Monitors productivity and performance effectiveness through call observations.
o Participates in the selection, placement and training of new staff members.
o May develop, assess and evaluate Employee performance, may prepare appropriate action plans and may conduct performance reviews.
o Maximizes productivity by coaching staff to achieve set department goals, including, but not limited to sales and service goals.
o Ensures ongoing development and training of staff and assists with training and development efforts.
o Coaches staff to develop a solid knowledge of a wide variety of products and services.
o May develop, cultivate and cross-train employees for efficient call center operation and career advancement.
o Continues to enhance reward and recognition programs.
o Partners with other Call Center sites to maximize our service/quality levels.
o Resolves escalated Customer issues.
Qualifications o Bachelor's degree or progressive work experience in addition to experience below
o 5+ years related experience required
o Demonstrated leadership, delegation, coaching and mentoring skills
o Demonstrated project management skills
o In-depth knowledge of principles, policy and practices related to Customer service, call centers, Customer sales and operations
o Demonstrated ability to successfully balance competing priorities and make sound decisions within and outside of established policy
o Strong analytical skills with ability to identify problems and trends and develop and implement solid business solutions
o Excellent communication skills, both verbal and written with ability to successfully influence others at all levels
o Demonstrated call center technology skills with strong PC Skills
o Must be available to work flexible hours determined by the needs of the department which may include weekends, nights and holidays
Hours 8a-4p Rotating weekends
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.
Group Manager

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