Customer Care Team Lead

Basic Qualifications:

• High School diploma or equivalent required.

• Minimum of two (2) years of work experience in a call center, required.

• Minimum of one (1) year related management experience, preferred.

• Minimum of one (1) year of training or organizational development experience, preferred.

Job Purpose and Scope:

Coordinates with Organizational Learning & Development to provide internal training for Customer Care employees. Provides on-the-job training and coaching of policies and procedures to Customer Care staff, which may include classroom, telephone, and web-based training. Works closely with Customer Care management team to develop training skills and techniques according to expectations.

Essential Job Functions:

• Collaborates with Customer Care management and Organizational Learning & Development by providing input on training content and format.

• Coordinates internal training for Customer Care employees and facilitates training of policies and procedures via classroom, telephone, and web-based training.

• Maintains accurate employee training records for reporting and other verification and audit purposes.

• Leads, inspires, and provides positive/constructive coaching and feedback to employees.

• Performs Customer Care agent and quality assurance functions to ensure that agent and quality assurance skillset is maintained.

• Assists Customer Care management team in course development of new and existing training materials and programs.

• Monitors and assists staff registrations for both internal and external training sessions and seminars.

• Produces various reports for administration regarding employee/departmental training.

• Conducts presentations regularly to various sized groups.

• Conducts specialized individual training, coaching, and mentoring.

• Alerts Customer Care management of areas of concerns regarding employee development, when needed.

• Conducts needs analysis using agent testing, quality monitoring, and performance tracking in collaboration with Customer Care management.

• Provides training records and materials related to course content completed by all Customer Care employees to Human Resources, Organizational Learning & Development, and other Bank departments, as needed.

• Assists Audit and Compliance Departments with training when internal and regulatory findings are documented during the regular performed exams.

• Ensures all required compliance training is completed by assigned deadlines.

• Maintain good punctuality and attendance to work.

• Follow Bank policy, procedure, and guidelines.

Knowledge, Skills & Abilities:

• Comprehensive knowledge of online banking software and Customer Care policies and procedures.

• Knowledge of learning techniques and best practices in training delivery.

• Ability to communicate effectively both verbally and in writing, including effective presentation skills.

• Ability to demonstrate effective customer service skills.

• Ability to maintain confidentiality.

• Ability to work effectively and demonstrate flexibility in a continually changing environment.

• Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.

• Ability to demonstrate effective organization, prioritization, and time management skills.

• Ability to demonstrate effective organization, critical thinking, analytical and problem-solving skills.

• Ability to work extended hours as needed.

• Ability to work effectively both independently and in a team environment.

• Ability to demonstrate effective questioning, conflict resolution, and employee management skills.

• Ability to complete reporting/administrative tasks during learner's self-paced exercises/training and meet deadlines.

• Skill in using computer and Microsoft Office, including Outlook, Word, Excel, and PowerPoint.

Job Expectations: Operate customary equipment and technology used in a business environment, with or without accommodation.

Note: This description is not an exhaustive list of all job functions, duties, skills and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.