Comerica Auburn Hills , MI 48326
Call Center Team Lead
The Call Center Team Lead will be responsible for contributing to the overall success of the Customer Contact Center. This role will be coaching, developing and mentoring new and existing agents across all lines of business, in support of our overall customer experience. This role will also demonstrate experience with handling high complexity customer intersections with advanced understanding of all products and services.
Successful incumbents possess action-oriented skills, coaching and mentoring skills, leadership courage, display a sense of urgency, provide project support, have problem solving skills, technical learning, managing through systems, have written communication skills, have interpersonal savvy, be customer focus, have presentation development skills, and have presentation skills to provide to various audiences.
Provide remarkable customer service by handling inbound and outbound calls, offering problem resolution to support high complexity customer interactions across all lines of business.
Demonstrate advanced understanding of all products and services across all lines of business.
Demonstrates experience with handling high complexity customer interactions.
Demonstrates understanding of systems and transactions to support high complexity customers across all lines of business.
Able to complete relationship growth conversation across all lines of business. Including high values customers
Leadership Team Support
Frequently train and mentor less experienced colleagues.
Able to effectively collaborate across all lines of business and functional areas.
Provide feedback on important improvement opportunities across tools, products and processes for all lines of business.
Collaborate with Learning and development department to promote synergy and assist in identification and coordination of cross-training opportunities.
Assist in developing communications, workshops and knowledge tools for internal and external customers.
Demonstrate leadership skills and courage and act as an example to others in displaying strong listening and informing skills, business acumen, time management skills, communication skills and the ability to motivate and direct others.
Ensure compliance with applicable federal, state and local laws and regulations.
Meet or exceed individual productivity and quality assurance objectives.
No relocation assistance is provided for this position.
Travel is not required for this position.
High school diploma or general education diploma (GED)
3 years of Platform Banking experience OR 3 years Contact Center experience
3 years of experience in customer service role
2 years of experience coaching AND mentoring team members
1 year of experience in basic project support or peer review of operational procedures.
Successful completion of both Tier 1, 2, 3 and Platinum Circle Training Modules
1 year of experience utilizing Microsoft Office Products including Word, Excel and PowerPoint including Windows based applications