Truist Contact Center Digital Manager in Orlando, Florida
Req ID: R0033797
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Regular or Temporary:
Language Fluency: English (Required)
1st shift (United States of America)
Please review the following job description:
•Service Team Manager is responsible for providing day to day leadership and motivation to drive performance of 15-25 teammates to meet client service needs, ensure operational excellence and industry leading client experience. Direct reports can be in client servicing or support capacity roles. Utilizes a variety of monitoring and coaching tools to ensure performance standards are achieved, while fostering an environment of teammate development and retention.
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
Partners with Support Teams and LOB Managers to provide input on initiatives, resolving issues and executing business objectives.
Handles administrative tasks such as teammate time sheets, tracking time off, performance reviews, development plans and corrective action up to and including termination. Ensuring equal accountability for all teammates.
Structured coaching to develop teammates to provide clients quality service for immediate needs and solutions for the future.
Research documented and undocumented client complaints for validity, work towards solutions for the client, follow up with client when necessary, and deliver and track coaching and corrective action when required.
Teammate and client advocate by acting as a conduit between the clients and our SMEs, Operations and technical teams to improve policies, systems, procedures, etc.
Ensure that teammates are following established policies, procedures, guidelines, regulations and laws to protect both our clients and Truist from any unnecessary risk, within Truist acceptable Risk Framework.
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Associate's degree in relevant banking /business field, or equivalent education and related training or experience
Two years in a leadership role in an area where the primary focus is customer service, and problem resolution, or an equivalent combination of work related experience.
Thorough knowledge of branch and/or Contact Center operational procedures, policies, etc.
Skills: Proficiency in Computer Applications (Windows, MS Office, etc.), Technical, Interpersonal, Problem Solving and ability to work efficiently across multiple platforms.
Strong written and verbal communications (including grammar and spelling). Bilingual Specialty job requisitions require fluency in both Spanish and English.
Satisfies regulatory requirements for holding the position, including meeting the qualification standards imposed by the Loan Originator Compensation rule of the Truth in Lending Act
Mastery of all required minimum skills in accordance with the corresponding department for which you will be managing.
Experience in leading, coaching and developing a team to identify and offer products and solutions to meet client needs.
Five years Contact Center Leadership experience.
Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace.
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