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Customer Service Performance Leader
2 months ago
SUMMARY
The primary objective of the Performance Leader is to mentor, develop, and enhance the performance of a designated group of virtual customer service representatives within a contact center environment. This role oversees approximately 15 direct reports and ensures the team's compliance with corporate attendance and employment regulations. A significant level of independence and business insight is essential.
Accountable for the overall management and coordination of a segment of the company's banking operations or one or more of the bank's product offerings.
WEEKLY SCHEDULED HOURS: 11:00AM - 8:00PM EST (Day off of Tuesday, Wednesday, OR Thursday); Required Saturday hours 10:00AM - 7:00PM EST; Sundays off
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Mentors and supports the team with a focus on continuous improvement and skill enhancement.
- Encourages outstanding performance by managing at an individual level and leading through example.
- Offers ongoing feedback to team members regarding their progress and development plans for their roles.
- Directly responsible for guiding, coordinating, and assessing designated units or personnel in alignment with the organization's policies and applicable regulations. Responsibilities may encompass interviewing, hiring, and training staff; planning, assigning, and directing work; evaluating performance; recommending pay adjustments; addressing disciplinary issues; and resolving complaints.
To excel in this position, an individual must successfully perform each essential duty. Additionally, the qualifications outlined below represent the knowledge, skills, and/or abilities required for this role:
- Bachelor's degree (4-year college) and 2-4 years of relevant experience or an equivalent combination of education and experience.
- 5-10 years of relevant experience or an equivalent combination of education and experience.
Benefit Highlights
•Medical with wellness incentives, dental, and vision
•HSA with company match
•Maternity and parental leave
•Tuition reimbursement
•Mentorship program
•401(k) with 6% match
Corporate Diversity Commitment:
We are dedicated to fostering a more equitable society, starting with our associates, clients, and the communities we serve. We achieve this by promoting equity, providing capital and guidance, and committing to excellence in all our endeavors.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or discriminate against employees or applicants for inquiring about, discussing, or disclosing their own pay or the pay of another employee or applicant. However, employees with access to compensation information as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals without access to that information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal obligation to provide information.
