Team Manager II, USCC (US) Bilingual Spanish

427535BR

Call Center

Greenville Campus Building C - 200 Carolina Point Parkway, Mt Laurel - 6000 Atrium Way

Regular

Greenville, Mount Laurel

Full Time

New Jersey, South Carolina

40

$56,680 - $91,000 annually

The Team Manager II USCC (US) manages a team of service/sales representatives and provides overall direction, corporate vision and communication to assigned Colleagues in the Contact Center. The Team Manager II USCC (US) provides day to day team leadership and work direction to ensure effective and efficient operations and raise the bar on providing Legendary Service to our Customers. This job leads, develops, coaches and motivates Colleagues to achieve personal/team production goals and professional/personal development objectives.

Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required

Monitors calls and assigned team activities to ensure service and productivity standards are met

Monitors productivity and performance effectiveness through call observations

Participates in the selection, placement and training of new staff members

Develops, assesses and evaluates Colleague performance, prepares appropriate action plans and conducts performance reviews

Ensures ongoing development and training of Colleagues and assists with training and development efforts

Coaches Colleagues to develop a solid knowledge of a wide variety of products and services

Leads, coaches and models a brand enhancing Customer experience with every interaction

Assists with the implementation of company policies, procedures and practices

Continues to enhance reward and recognition programs

Partners with all Contact Center sites to maximize service/quality levels

Resolves escalated Customer issues

Leads a team and oversees complex or diverse operations or a functional area - impacts a significant part of the organization and entails leading teams in completing multiple step transactions / processes / activities that may involve numerous systems and/or jurisdictions, and range in complexity from medium to high

Requires strong process management knowledge and understanding of the business and operational function areas supported

Manages team requiring workforce to decision on acceptable level of risk- Moderate to High risk potential (loss/reputational) for functional area

Plans, organizes and coordinates the activities for own area and resolves operational issues and work focus time horizon is generally medium term

Decision making authority and ambiguity and nature of issues managed are generally complex, risk oriented, time sensitive and/or impacts a significant part of the organization

Effectively handles critical and/or high-risk issues, determining the most appropriate course of action for resolution

Bachelor's degree or progressive work experience in addition to experience below

2+ years' related experience required

Prior leadership experience or progressive responsible Contact Center/Bank experience

Ability to coach and mentor others

Ability to provide conflict resolution

Strong ability to successfully balance competing priorities in a fast-paced environment

Strong analytical skills with ability to identify problems and implement solutions

Strong communication skills, both verbal and written with ability to successfully influence others

Excellent Customer service and computer skills

Must be available to work flexible hours determined by the needs of the department which may include weekends, nights and holidays

Cross trained in a variety of queues within USCC preferred

Our Values
At TD, we're guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and behaviors. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career, and be part of our caring and inclusive culture.

Making Your Well-being a Priority
A caring and supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment, so colleagues feel a sense of belonging and feel supported in their personal and professional growth. Through our focus on well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes, because when colleagues feel their best, they're more likely to do their best.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.

How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: hybrid, onsite and primarily remote. Wherever our colleagues are working, theyll always have access to the TD community to experience our culture of care.

Who We Are
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues. TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether youve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, were here to support you towards your goals. As an organization, we keep growing and so will you.