Team Manager II, USCC (US)- Credit Card

TD • Mount Laurel, NJ

2d • $30 - $48

About The Position

The Team Manager II – USCC (US) manages a team of service/sales representatives and provides overall direction, corporate vision and communication to assigned Colleagues in the Contact Center. The Team Manager II – USCC (US) provides day to day team leadership and work direction to ensure effective and efficient operations and raise the bar on providing Legendary Service to our Customers. This job leads, develops, coaches and motivates Colleagues to achieve personal/team production goals and professional/personal development objectives.

Requirements

• Bachelor's degree or progressive work experience in addition to experience below
• 2+ years' related experience required
• Prior leadership experience or progressive responsible Contact Center/Bank experience
• Ability to coach and mentor others
• Ability to provide conflict resolution
• Strong ability to successfully balance competing priorities in a fast-paced environment
• Strong analytical skills with ability to identify problems and implement solutions
• Strong communication skills, both verbal and written with ability to successfully influence others
• Excellent Customer service and computer skills
• Must be available to work flexible hours determined by the needs of the department which may include weekends, nights and holidays
• Cross trained in a variety of queues within USCC preferred

Responsibilities

• 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
• Monitors calls and assigned team activities to ensure service and productivity standards are met
• Monitors productivity and performance effectiveness through call observations
• Participates in the selection, placement and training of new staff members
• Develops, assesses and evaluates Colleague performance, prepares appropriate action plans and conducts performance reviews
• Ensures ongoing development and training of Colleagues and assists with training and development efforts
• Coaches Colleagues to develop a solid knowledge of a wide variety of products and services
• Leads, coaches and models a brand enhancing Customer experience with every interaction
• Assists with the implementation of company policies, procedures and practices
• Continues to enhance reward and recognition programs
• Partners with all Contact Center sites to maximize service/quality levels
• Resolves escalated Customer issues
• Leads a team and oversees complex or diverse operations or a functional area - impacts a significant part of the organization and entails leading teams in completing multiple step transactions / processes / activities that may involve numerous systems and/or jurisdictions, and range in complexity from medium to high
• Requires strong process management knowledge and understanding of the business and operational function areas supported
• Manages team requiring workforce to decision on acceptable level of risk- Moderate to High risk potential (loss/reputational) for functional area
• Plans, organizes and coordinates the activities for own area and resolves operational issues and work focus time horizon is generally medium term
• Decision making authority and ambiguity and nature of issues managed are generally complex, risk oriented, time sensitive and/or impacts a significant part of the organization
• Effectively handles critical and/or high-risk issues, determining the most appropriate course of action for resolution

Benefits

• Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.

What This Job Offers

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