Care Center Team Manager-Agent Assist

Truist•Charlotte, NC

About The Position

The Care Center Team Manager fosters an environment in which care is delivered through exceptional client service. The role provides day-to-day leadership and motivation to drive care center teammate performance, optimize revenue and value generation, meet client service needs, and ensure operational excellence. The manager directly manages and supports the development of client servicing and support capacity teammates, using monitoring and coaching tools to help achieve performance standards and promote teammate development and retention. The manager leads in accordance with Truist Purpose, Mission and Values; coaches teammates to provide quality service and solutions; and advocates for teammates and clients by coordinating with subject matter experts, operations, complaints, and technical teams. The role also oversees teammate performance and development, time tracking, corrective action, and termination, while supporting informed decisions, identifying procedural errors and risk concerns, and following applicable policies, procedures, regulations, and laws.

Requirements

Associate degree, or equivalent education and related training or experience.
Three years of client contact center experience, or three years of combined leadership experience in a supervisory or escalation support role.
Thorough knowledge of branch and/or contact center procedures and policies.
Proficiency in computer applications such as Windows, Microsoft Office, and Excel; technical skills; interpersonal abilities; problem-solving skills; and ability to work efficiently across multiple platforms.
Proficiency in written and verbal communication, including grammar and spelling.
Meet regulatory requirements for the position, including qualification standards imposed by the Loan Originator Compensation rule of the Truth in Lending Act.

Nice To Haves

Mastery of all required minimum skills, including completion of skills-based care center training, for the assigned team.
Experience leading, coaching, and developing a team to identify and offer products and solutions that meet client needs.
Five years of contact center leadership experience.
Bachelor’s degree.

Responsibilities

Lead with Truist Purpose, Mission and Values to deliver exceptional client service and a differentiating client experience.
Use structured coaching to develop teammates to provide quality service for clients’ immediate needs and future solutions.
Act as a teammate and client advocate, connecting clients and teammates with subject matter experts, operations, complaints, and technical teams to improve procedures, policies, and systems.
Manage care center teammates, including performance and development, time tracking, corrective action, and termination, ensuring equal accountability.
Investigate issues and provide recommendations and actionable insights to the Care Center Manager to support informed decisions and team success.
Use coaching and observation to identify and correct procedural errors and escalate concerns that pose a risk to the bank.
Follow established policies, procedures, guidelines, regulations, and laws to protect clients and Truist from unnecessary risk.
Participate in required and voluntary educational opportunities, business resource group activities, and other work-related activities to support ongoing personal and professional development.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
Accidental death and dismemberment coverage
Tax-preferred savings accounts
401(k) plan
At least 10 days of vacation during the first year, prorated based on hire date and full-time or part-time status
10 sick days, prorated
Paid holidays
May be eligible for a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan, depending on position and division