• TD Bank
  • Auburn, WA
  • Non-Executive Management
  • Full-Time
  • 15401 SE 352nd St

Job Requirements

* Bachelors degree preferred

* In absence of degree, progressive work experience in addition to experience below is required

* 5+ years related management experience required

* Demonstrated leadership, delegation, coaching and mentoring skills

* Demonstrated project management and multi-tasking skills

* In-depth knowledge of principles, policy and practices related to Customer/Employee Experience, Call Centers, Customer Sales and Operations

* Demonstrated ability to successfully balance competing priorities and make sound decisions within and outside of established policy

* Strong analytical skills with ability to identify opportunities, trends, & develop/implement solid business solutions

* Excellent communication skills, both verbal and written with ability to successfully influence at all levels

* Demonstrated call center technology skills with strong PC Skills

* Must be available to work flexible hours determined by the needs of the department which may include weekends, nights and holidays; Available Monday to Sunday, Rotating 1 weekend day every 5 weeks, evenings

* Bi-lingual (Spanish) a plus

Must be eligible for employment under regulatory standards applicable to the position.

Job Description

* Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required

* Manages, develops, coaches, and motivates a group of Team Managers (TMs) and Banking Specialists to achieve Call Center efficiency metrics, sales, LEI, and quality targets

* Ensures compliance to Call Center policies and procedures

* Ensures performance and strategic plans are executed properly

* Monitors productivity and performance effectiveness through call observations

* Coaches staff to achieve department goals, including, but not limited to sales, efficiency metrics, and LEI

* Participates 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

* Monitors calls and assigned team activities to ensure service and productivity standards are met

* Continues to enhance reward and recognition programs to maximize the Employee Experience

* Supports the implementation of company policies, procedures and practices

* 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

* Develops, cultivates, and cross-trains employees for efficient call center operation and career advancement

* Partners with Call Center Leadership team as well as other sites to maximize our service/quality levels

* Resolves escalated Customer issues

* Enforces adherence to budget

Employment Type

Associated topics: administrative, branch manager, director of sales, management, regional sales manager, sales executive, sales leader, sales manager, shift lead, supervisor

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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