Customer Solutions Team Lead

1 month ago

Chicago, Illinois, United States Byline Bank Full time

Objective of Position:

The Customer Solutions Team Lead is responsible for leading the quality and efficient customer experience to customers through the daily leadership of the Customer Solutions team, to include motivating, recognizing and rewarding, coaching, training, and problem solving.

Duties and Responsibilities:

  • Help provides daily direction and communication to Customer Solutions Specialists so that customer service calls are answered in a timely, efficient and knowledgeable manner.
  • Monitors queue and track inbound calls. Keeps agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Continuously evaluates process and procedures and suggests methods to improve the overall customer experience and operations.
  • Assists the team when call volumes are high and during peak times.
  • Help ensures employees have appropriate training and other resources to perform their jobs.
  • Help maintains a high-quality work environment so team members are motivated to perform at their highest level.
  • Assists the manager with daily operations to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.
  • Assists with recruiting, interviewing, and hiring candidates.
  • Assists in preparing reports for analyzing call volumes, calls handled versus calls abandoned, call times, and employee call readiness.
  • Uses appropriate judgement in upward communication regarding department or employee concerns.
  • Help reports to work in accordance with department schedule and adheres to Paid Time Off Policy. Flexibility is key.
  • All other duties as assigned.

Note: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time with or without notice.

Qualifications:

  • Associate's or Bachelor's degree preferred or equivalent education.
  • 2+ years of prior Call Center experience required.
  • 2+ years of banking experience preferred.
  • Must be outgoing, have excellent customer service skills and the ability to work in a fast-paced environment.
  • Ability to work collaboratively with a variety of stakeholders at all levels.
  • Be self-motivated with a strong attention to detail.
  • Excellent verbal and written communication skills.
  • Strong analytical, logical reasoning, and problem-solving skills.
  • Proficiency in MS Office Suite.
  • Bilingual in Spanish a plus.

PHYSICAL DEMANDS/WORK ENVIRONMENT:

Usual office environment with frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, crouching, crawling, and balancing. Frequent use of eye, hand, and finger coordination enabling the use of office equipment. Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices.

Byline Bank offers competitive industry rate salary bands with the goal of retaining and growing talented individuals. We regularly review and adjust our compensation structure as needed to ensure equity across teams and levels.

The salary range for this position is $60,000 to $75,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Byline Bank offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with Byline Bank, you'll find a far-reaching choice of benefits and incentives.

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