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Contact Center Team Lead

2 months ago

Scranton, Pennsylvania, United States Bank of America Full time

Job Summary:

We are seeking a highly skilled and experienced Contact Center Team Lead to join our team at Bank of America. As a Contact Center Team Lead, you will be responsible for leading a team of customer service representatives and providing guidance and support to ensure excellent customer service.

Key Responsibilities:

  • Lead a team of customer service representatives and provide guidance and support to ensure excellent customer service.
  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Monitor and analyze customer feedback and make recommendations for process improvements.
  • Collaborate with other teams to ensure seamless customer experience.
  • Provide coaching and training to team members to enhance their skills and knowledge.
  • Manage and resolve customer complaints and issues in a timely and professional manner.

Requirements:

  • 2 or more years of experience in a contact center environment.
  • Proven leadership and management skills.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritize tasks effectively.
  • Strong analytical and problem-solving skills.

Preferred Qualifications:

  • Experience with quality assurance and process improvement initiatives.
  • Knowledge of financial products and services.
  • Experience with coaching and developing team members.

What We Offer:

  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.

Equal Employment Opportunity:

Bank of America is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees.