Call Center Team Lead

U.S. Bank • Overland Park, KS

2d • Hybrid

About The Position

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One. Job Description The Team Lead oversees and directs daily operational activities across designated regions or functional areas, ensuring seamless service delivery and operational excellence for both internal stakeholders and external partners. This role is responsible for driving performance through effective leadership of a diverse team, ranging from frontline staff to professional-level contributors. Key responsibilities include: Managing operational workflows to ensure consistent, high-quality service and support. Leading and developing team members, fostering a culture of accountability and continuous improvement. Implementing and enforcing corporate policies, ensuring full compliance with applicable laws and regulations. Collaborating on the evaluation and enhancement of operational systems and procedures, including supporting system transitions from an operational standpoint. This role demands a strategic thinker with strong leadership capabilities and a hands-on approach to problem-solving and process optimization. This position does require you to be in Kansas as you be onsite 3 days out of the week. We look for the following: Have experience managing a team of 7–9 call center agents. Be responsible for coaching to departmental KPIs, including call quality, adherence, etc. Understand that Fleet’s call center manages fuel card support for direct clients, channel partners, and merchants. Know that this role does not require travel and does not involve managing a fleet. Be prepared to assist clients and merchants with Voyager fleet credit card acceptance issues or other card-related concerns.

Requirements

• Have experience managing a team of 7–9 call center agents.
• Be responsible for coaching to departmental KPIs, including call quality, adherence, etc.
• Understand that Fleet’s call center manages fuel card support for direct clients, channel partners, and merchants.
• Know that this role does not require travel and does not involve managing a fleet.
• Be prepared to assist clients and merchants with Voyager fleet credit card acceptance issues or other card-related concerns.
• Basic Qualifications - Bachelor’s degree, or equivalent work experience
• Typically two or more years of relevant experience

Nice To Haves

• Thorough knowledge of operational functions, systems, procedures, various products and/or services supported by the assigned area(s)
• Understanding of applicable Federal and State laws and regulations
• Thorough knowledge of applicable products, programs, financial analysis and related documentation as applicable
• Good organizational, managerial and project management skills
• Well-developed customer relations skills
• Excellent interpersonal and verbal and written communication skills
• Excellent supervisory and management skills
• Ability to manage multiple tasks

Responsibilities

• Managing operational workflows to ensure consistent, high-quality service and support.
• Leading and developing team members, fostering a culture of accountability and continuous improvement.
• Implementing and enforcing corporate policies, ensuring full compliance with applicable laws and regulations.
• Collaborating on the evaluation and enhancement of operational systems and procedures, including supporting system transitions from an operational standpoint.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees