Customer Service Team Manager
5 days ago
We are seeking a seasoned Cash and Deposit Operations Leader to join our team at Raisin. This is a full-time position based in the US, offering a competitive salary of $85,000 - $110,000 per year.
About the RoleIn this critical leadership position, you will be responsible for managing a world-class Customer Service team that delivers exceptional experiences to our customers. Your primary goal will be to build, motivate, develop, and lead a top-performing team that consistently meets or exceeds service level expectations.
Main Responsibilities:- Team Performance Management: Provide ongoing coaching, training, and feedback to improve individual and team performance.
- Employee Engagement: Foster a positive work environment, promote teamwork, and address concerns to maintain high employee engagement levels.
- Employee Development: Identify individual development opportunities and provide support and resources to help team members achieve their personal and professional goals.
- Goal Setting and Performance Reviews: Establish clear performance expectations and conduct regular performance reviews.
- Service Level Management: Ensure customer requests are answered promptly, and service level expectations are met.
- First-Contact Resolution: Minimize the need for customers to call back by resolving issues on the first attempt.
- Customer Satisfaction: Maintain high levels of customer satisfaction through effective communication and problem resolution.
- Escalation Point: Serve as an escalation point of contact and subject matter expert when employees and customers need help.
- Experience: 5+ years of experience in a Team Leader role, with 2+ years in a Financial Services or Contact Center environment.
- Qualifications: Bachelor's Degree, or additional years of relevant experience may be considered in lieu of a degree.
- Skills: Proven ability to build, motivate, and lead a Customer Service team; excellent verbal and written communication skills; strong critical thinking skills; ability to interact with customers while staying calm under pressure.
- Flexible Working Hours: Enjoy a flexible schedule that allows you to balance your work and personal life.
- Employee Development Budget: Receive $2,200 annually for professional development and growth opportunities.
- Access to Babbel: Enhance your language skills and stay up-to-date with industry trends.
- Company 401(k) Contribution: Benefit from a 5% company match to support your retirement savings.
- Healthcare Coverage: Enjoy medical, dental, and vision coverage, including commuter benefits and a flexible working from home policy.
- Regular Team Events: Participate in annual Summer and Winter Parties, and other social events that foster a sense of community and belonging.
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