Contact Center Team Lead

WSFS Bank • Newark, DE

2d

About The Position

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it’s our mission and our purpose. The Contact Center Team Lead is responsible for providing excellent customer service and support to both Agents and Customers through direct and indirect support. The primary role of this position will be to support both Customers and Agents through the Escalation (ESC)/Agent Support Line (ASL) support skills. The incumbent, will handle complex customer inquiries and complaints, along with supervising and training other Contact Center Agents ensuring that they provide quality service to customers. The incumbent will be flexible in supporting all levels within the Contact Center from taking TCS to ESC/ASL calls. This position will report directly to a Contact Center Manger as well as support and take direction from the entire Management Team.

Requirements

• 1+ years of WSFS call center experience or 2+ years with another contact center or retail banking experience.
• Must be an effective, professional communicator, comfortable interacting with both customer and team members at all levels.
• Prior experience supporting and coaching Agents and de-escalating escalated client calls.
• Ability to complete certification of a WSFS Mentor within 12 months.
• Ability to complete Ulysses Service Mentor training.
• Ability to learn rapidly, building on experience for a strong knowledge base.
• Strong problem solving and organizational skills to resolve opportunities efficiently.
• Ability to maintain a customer first approach with each interaction.
• Ability to use MS Office Suite (Word, Excel and Power Point).
• Strong organizational, teamwork, and customer service skills.
• Strong verbal and written communication skills are required.
• Knowledge of quality assurance and continuous improvement concepts, procedures, and processes.

Responsibilities

• Assist Agents with questions via the Agent Support Line (ASL)/Escalation support agents.
• Work closely with peers (Team Leads) and Management Team by providing Agent performance updates.
• Process referrals when opportunity presents itself.
• Help train and support new hires (as needed).
• Supports ad hoc team meetings and reporting.
• Has primary oversight of Verint and Medallia performance metrics.
• Participates in special projects (as needed).
• Analyze performance trends and take proactive steps to prevent service shortcomings.
• Promote a positive office work environment through support of all policy and procedures of the Contact Center.
• Supports Leadership in their absence to facilitate daily huddles and participate in monthly team meetings and communication.

Benefits

• WSFS provides a competitive benefits package, which includes medical, dental, and vision coverage; a 401(k) plan; life, accident, and disability insurance; flexible spending accounts (FSAs) and health savings accounts (HSAs); and wellness programs.
• Additional benefits may include paid parental leave, military leave, vacation and other paid time off, sick leave in accordance with applicable state laws, and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed