National Contact Center Team Manager

TIAA • Frisco, TX

1d

About The Position

The NCC Team Manager manages a team of Financial Services Consultants, ensuring individual and team success in taking calls from clients and fulfilling both their transactional needs and their product and services informational needs. This job sets day-to-day operational objectives for team members and ensures that policies and procedures are understood and followed by direct reports. Key Responsibilities and Duties Ensures customer service calls are answered in a timely, efficient and knowledgeable manner. Monitors staff utilization and implements contingency plans to ensure service levels are being met. Oversees compliance of supervisory policies/procedures and teams. Ensures the team's adherence to government, state and organization regulations (e.g. SEC, FINRA, state Insurance Department, etc.). Leads quality/referral call reviews with team members. Coaches and develops team members to achieve performance goals and objectives.

Requirements

• 3+yrs of work experience
• 2+yrs of Contact Center or Customer Service experience
• Experience coaching and developing contact center or customer service teams.
• Series 6 or 7 and Series 63 required.
• Must obtain Series 24 or 26 within 120 days.
• Physical Requirements: Sedentary Work

Nice To Haves

• Problem solving skills to enhance processes and client experience.
• Experience in financial services industry.
• Prior Management experience preferred
• Adaptability
• Collaboration
• Communication
• Conflict Management
• Customer Engagement
• Digital Savviness
• Innovation
• Inspires Others
• Prioritizes Effectively
• Resourcefulness

Responsibilities

• Ensures customer service calls are answered in a timely, efficient and knowledgeable manner.
• Monitors staff utilization and implements contingency plans to ensure service levels are being met.
• Oversees compliance of supervisory policies/procedures and teams.
• Ensures the team's adherence to government, state and organization regulations (e.g. SEC, FINRA, state Insurance Department, etc.).
• Leads quality/referral call reviews with team members.
• Coaches and develops team members to achieve performance goals and objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees