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Contact Center Team Manager - Charlotte, NC

Charlotte, North Carolina

Job Description:

Job Posting Description:

Responsible for executing LOB strategy and managing a team of 15-25 customer service associates. May manage projects to drive efficiency, cost reductions, and improve customer service impacts throughout the business. May act as the subject matter expert on various projects and is able to handle multiple simultaneous complex activities. Defines opportunities to meet associate and customer satisfaction goals within the team and at the site level

Line of Business Job Description:

The National Service & Solutions (NS&S) organization delivers high quality care for clients experiencing difficult life events and for complex situations involving high risks, multiple products and unique client needs. NS&S uses a call center/contact center structure to engage with external clients and Financial Centers all over the country. NS&S is committed to continuous improvement of their processes and skill development for their employees.  Responsible for executing LOB strategy and managing a team of customer service associates. May manage projects to drive efficiency, cost reductions, and improve customer service impacts throughout the business. May act as the subject matter expert on various projects and is able to handle multiple simultaneous complex activities. Defines opportunities to meet associate and customer satisfaction goals within the team and at the site level.

Required Skills:

  • 1 or more years of leadership experience in Manager, Assistant Manager or Proficiency Coach role

  • 2 or more years of contact center/call center experience

  • Thorough knowledge of Financial Center products & services, bank policies and regulations pertaining to products 

  • Accomplished leadership and coaching skills required 

  • Strong interpersonal and "people" skills 

  • Extensive, professional communication skills, both verbal and written 

  • Self-motivated and able to work independently

  • Accustomed to multi-tasking and time management 

  • Knowledge of systems and processes


Desired Skills:

  • Prefer candidate with Estate Customer Notification & Engagement (CNE) skill experience

  • Solid NS&S customer service experience 

  • Familiarity with Quality Assurance routines

  • Familiarity with call monitoring and calibration routines

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Job Posting Description:

Responsible for executing LOB strategy and managing a team of 15-25 customer service associates. May manage projects to drive efficiency, cost reductions, and improve customer service impacts throughout the business. May act as the subject matter expert on various projects and is able to handle multiple simultaneous complex activities. Defines opportunities to meet associate and customer satisfaction goals within the team and at the site level

Line of Business Job Description:

The National Service & Solutions (NS&S) organization delivers high quality care for clients experiencing difficult life events and for complex situations involving high risks, multiple products and unique client needs. NS&S uses a call center/contact center structure to engage with external clients and Financial Centers all over the country. NS&S is committed to continuous improvement of their processes and skill development for their employees.  Responsible for executing LOB strategy and managing a team of customer service associates. May manage projects to drive efficiency, cost reductions, and improve customer service impacts throughout the business. May act as the subject matter expert on various projects and is able to handle multiple simultaneous complex activities. Defines opportunities to meet associate and customer satisfaction goals within the team and at the site level.

Required Skills:

  • 1 or more years of leadership experience in Manager, Assistant Manager or Proficiency Coach role

  • 2 or more years of contact center/call center experience

  • Thorough knowledge of Financial Center products & services, bank policies and regulations pertaining to products 

  • Accomplished leadership and coaching skills required 

  • Strong interpersonal and "people" skills 

  • Extensive, professional communication skills, both verbal and written 

  • Self-motivated and able to work independently

  • Accustomed to multi-tasking and time management 

  • Knowledge of systems and processes


Desired Skills:

  • Prefer candidate with Estate Customer Notification & Engagement (CNE) skill experience

  • Solid NS&S customer service experience 

  • Familiarity with Quality Assurance routines

  • Familiarity with call monitoring and calibration routines

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21075321

Band: H5

Manages People: Yes

Travel: No

Manager:

Talent Acquisition Contact:

Monali Shah

Referral Bonus:

0

Street Address

Primary Location:
150 N COLLEGE ST, NC, Charlotte, 28255