Team Manager I - Contact Ctr
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Auburn, ME 04212
Team Manager I – Contact Ctr
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 www.tdbank.com. at http://www.tdbank.com/ Find TD Bank on Facebook at www.facebook.com/TDBank and on Twitter at www.twitter.com/TDBank_US .
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 www.td.com at http://www.td.com/ .
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The Team Manager I 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.
Bachelor’s degree or work experience equivalent to Bachelor’s degree required
2+ years’ 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
+ Must be eligible for employment under regulatory standards applicable to the position.
Monitors calls and assigned team activities to ensure service and productivity standards are met
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
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
Leads, coaches and models a brand enhancing Customer experience with every interaction
Assists with the implementation of company policies, procedures and practices
Continues to enhance reward and recognition programs
Partners with other Call Center sites to maximize our service/quality levels
Resolves escalated Customer issues
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 their potential.
If you are a candidate with a disability and need an accommodation to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com . Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.
EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.
550 Center Street
TD Bank AMCB
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Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.