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Care Center

3 months ago

Orlando, Florida, United States Truist Full time

The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you'll be invited to create a profile, which will let you see your application status and any communications. If you already have a profile with us, you can log in to check status.

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(accommodation requests only; other inquiries won't receive a response).

Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

This leadership position manages signature programs for Truist Care Center and supports projects, initiatives and teammates in alignment with business objectives.

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.

  1. End to end management of current and future signature programs for Truist Care Center, including strategic development and design, oversight and execution, continuous improvement, financial impact, and integration across TCC and other divisions of Truist; programs may be operational or transformational, in nature.
  2. Identify and lead related business projects, identify risks, impacts, and decisions, clearly articulate options/recommendations to leaders and stakeholders before, during and post-implementation. Ensure tracking measurements are in place to monitor impact.
  3. Lead a team responsible for advocating and coordinating on behalf of Truist Care Center with focuses in technology, operations, project management, quality control and/or optimization. Hire, supervise and develop teammates; manage workload distribution and ensure business requirements are understood and met within span of control.
  4. Coach and support team members to promote a work environment where teammates are engaged and feel a positive sense of achievement about their role in delivering distinctive service. Promote and enable a positive culture of engagement in accordance with our purpose, mission and values and support and execute regular and engaging communication plans that maximize participation.
  5. Act as subject matter expert and primary point of contact for related signature program.
  6. Develop partnerships and engagement models both within the Truist Care Center and across the enterprise, to support knowledge sharing and execution on projects and change initiatives.
  7. As needed, conduct ad hoc analysis and develop recommendations to assist senior and executive leadership with strategic decisions.

Required Qualifications

  1. Bachelor's degree in Business or a relevant field, or equivalent work experience in this discipline.
  2. Five years of work experience in a Contact Center or program-related role, with progressive responsibility.
  3. Three years of supervisory/management experience or equivalent demonstrated leadership ability to influence without authority. Strong commitment to team success and accountability, and ability to inspire others to do the same.
  4. Proven project management skills.
  5. Excellent written and verbal communication skills.
  6. Ability to interpret internal and external business challenges and implement best practices with robust problem solving and analytical skills, as well as an ability to clearly communicate analyses and recommendations to all levels of the enterprise
  7. Proficient with use of basic computer applications such as Microsoft Office software products.

Preferred Qualifications

  1. Human Centered/Design Thinking experience.
  2. Experience in Financial Services industry
  3. Experience working directly with Contact Center operational, messaging, and Digital Development technologies

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist's generous benefit plans, please visit our Benefits site )

. Depending on the position and division, this job may also be eligible for Truist's defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.

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