Team Lead – Contact Center

Role Overview

• Provide world-class, specialized phone service to high-priority advisors, clients, or other relationship partners
• Respond to complex issues escalated from service teams
• Proactively initiate customer contact and ensure high standards of service quality
• Lead a team of contact center professionals, coaching and developing team members
• Identify gaps in processes and drive timely resolution and continuous improvement
• Partner with Workforce Management and Analytics teams to understand volume trends
• Collaborate with Human Resources to support employee engagement
• Perform quality assurance activities and analyze performance data

Requirements

• 3 to 5 years of experience in a service contact center or transaction processing environment
• Proven experience in team-handling and people leadership
• Strong working knowledge of customer service processes, policies, techniques, and applicable regulations
• Demonstrated ability to research and resolve complex, high-priority service issues in a timely manner
• Strong written and verbal communication skills
• Ability to work with high-priority internal and external customers in a fast-paced, high-volume environment
• Strong analytical and problem-solving skills

Benefits

• Inclusive, collaborative culture
• Opportunities to make a mark at the office and in the community