Group Manager, USCC (US) at TD Bank in Mount Laurel, NJ
TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol TD. To learn more, visit www.td.com . Job Description 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 Manages, develops, coaches, and motivates a group of Team Managers (TMs) and Contact Center Representatives to achieve Contact Center efficiency metrics, sales, LEI, and quality targets Ensures compliance to Contact Center policies and procedures Ensures performance and strategic plans are executed properly Monitors productivity and performance effectiveness through call observations Coaches staff to achieve department goals, including, but not limited to sales, efficiency metrics, and LEI Participates in the selection, placement and training of new staff members Develops, assesses and evaluates employee performance, prepares appropriate action plans and conducts performance reviews Monitors calls and assigns team activities to ensure service and productivity standards are met Continues to enhance reward and recognition programs to maximize the Employee Experience Supports the implementation of company policies, procedures and practices Ensures ongoing development and training of staff and assists with training and development efforts Coaches staff to develop a solid knowledge of a wide variety of products and services Develops, cultivates, and cross-trains employees for efficient contact center operation and career advancement Partners with Contact Center leadership team as well as other business groups to maximize our service/quality levels Resolves escalated Customer issues Enforces adherence to budget Requirements Bachelor's Degree preferred 5
years leading a customer support team in a contact center or retail environment Ability to drive and empower the team's performance consistently Proven track record of collaborating across business lines to drive operational improvements In-depth knowledge of principles, policy and practices related to Customer/Employee Experience, Contact Centers, Customer Sales and Operations Compelling and clear communicator who can articulate the vision of the organization and invigorates others into action Demonstrated ability to successfully balance competing priorities and make sound decisions within and outside of established policy Experience developing and mentoring team managers for current and future organizational needs Strong analytical skills with ability to identify opportunities, trends and develop/implement solid business solutions Consistently achieves excellence and has a keen ability to take action on trends and underlying behaviors Must be eligible for employment under regulatory standards applicable to the position.
Salary Range:
$80K -- $100K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
years leading a customer support team in a contact center or retail environment Ability to drive and empower the team's performance consistently Proven track record of collaborating across business lines to drive operational improvements In-depth knowledge of principles, policy and practices related to Customer/Employee Experience, Contact Centers, Customer Sales and Operations Compelling and clear communicator who can articulate the vision of the organization and invigorates others into action Demonstrated ability to successfully balance competing priorities and make sound decisions within and outside of established policy Experience developing and mentoring team managers for current and future organizational needs Strong analytical skills with ability to identify opportunities, trends and develop/implement solid business solutions Consistently achieves excellence and has a keen ability to take action on trends and underlying behaviors Must be eligible for employment under regulatory standards applicable to the position.
Salary Range:
$80K -- $100K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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