Group Manager
Company Name:
TD Bank
About TD Bank, America's Most Convenient Bank
TD Bank, America's Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth , and vehicle financing and dealer commercial services through TD Auto Finance. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit . Find TD Bank on Facebook at and on Twitter at .
TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol TD. To learn more, visit .
Job Description The Group Manager provides overall direction, corporate vision and communication to assigned staff in the Call Center on a day to day basis to drive efficiencies and raise the bar on WOW! service to our Customers. Manages, develops, coaches and motivates Employees to achieve personal/team production goals and professional/personal development objectives.
o Manages, develops, coaches and motivates a team of Supervisors, Team Leaders, and Banking Specialists to achieve Call Center production, sales, CWI, and quality targets.
o Monitors calls and assigned team activities to ensure service and productivity standards are met.
o Ensures compliance to Call Center policies and procedures.
o Ensures performance and strategic plans are executed properly.
o Enforces adherence to budget.
o Supports the implementation of company policies, procedures and practices.
o Monitors productivity and performance effectiveness through call observations.
o Participates in the selection, placement and training of new staff members.
o May develop, assess and evaluate Employee performance, may prepare appropriate action plans and may conduct performance reviews.
o Maximizes productivity by coaching staff to achieve set department goals, including, but not limited to sales and service goals.
o Ensures ongoing development and training of staff and assists with training and development efforts.
o Coaches staff to develop a solid knowledge of a wide variety of products and services.
o May develop, cultivate and cross-train employees for efficient call center operation and career advancement.
o Continues to enhance reward and recognition programs.
o Partners with other Call Center sites to maximize our service/quality levels.
o Resolves escalated Customer issues.
Qualifications o Bachelor's degree or progressive work experience in addition to experience below
o 5
years related experience required
o Demonstrated leadership, delegation, coaching and mentoring skills
o Demonstrated project management skills
o In-depth knowledge of principles, policy and practices related to Customer service, call centers, Customer sales and operations
o Demonstrated ability to successfully balance competing priorities and make sound decisions within and outside of established policy
o Strong analytical skills with ability to identify problems and trends and develop and implement solid business solutions
o Excellent communication skills, both verbal and written with ability to successfully influence others at all levels
o Demonstrated call center technology skills with strong PC Skills
o Must be available to work flexible hours determined by the needs of the department which may include weekends, nights and holidays
Hours 8a-4p Rotating weekends
Inclusiveness
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach her/his potential.
If you have a disability that requires an accommodation to complete the application process, please e-mail TD Bank's HR Compliance Department at . Please include your full name, contact information and details about your request within the e-mail.
EOE/Minorities/Females/Veterans/Individuals with Disabilities.
Group Manager
Auburn-Maine
76560br Estimated Salary: $20 to $28 per hour based on qualifications.
TD Bank
About TD Bank, America's Most Convenient Bank
TD Bank, America's Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth , and vehicle financing and dealer commercial services through TD Auto Finance. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit . Find TD Bank on Facebook at and on Twitter at .
TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol TD. To learn more, visit .
Job Description The Group Manager provides overall direction, corporate vision and communication to assigned staff in the Call Center on a day to day basis to drive efficiencies and raise the bar on WOW! service to our Customers. Manages, develops, coaches and motivates Employees to achieve personal/team production goals and professional/personal development objectives.
o Manages, develops, coaches and motivates a team of Supervisors, Team Leaders, and Banking Specialists to achieve Call Center production, sales, CWI, and quality targets.
o Monitors calls and assigned team activities to ensure service and productivity standards are met.
o Ensures compliance to Call Center policies and procedures.
o Ensures performance and strategic plans are executed properly.
o Enforces adherence to budget.
o Supports the implementation of company policies, procedures and practices.
o Monitors productivity and performance effectiveness through call observations.
o Participates in the selection, placement and training of new staff members.
o May develop, assess and evaluate Employee performance, may prepare appropriate action plans and may conduct performance reviews.
o Maximizes productivity by coaching staff to achieve set department goals, including, but not limited to sales and service goals.
o Ensures ongoing development and training of staff and assists with training and development efforts.
o Coaches staff to develop a solid knowledge of a wide variety of products and services.
o May develop, cultivate and cross-train employees for efficient call center operation and career advancement.
o Continues to enhance reward and recognition programs.
o Partners with other Call Center sites to maximize our service/quality levels.
o Resolves escalated Customer issues.
Qualifications o Bachelor's degree or progressive work experience in addition to experience below
o 5
years related experience required
o Demonstrated leadership, delegation, coaching and mentoring skills
o Demonstrated project management skills
o In-depth knowledge of principles, policy and practices related to Customer service, call centers, Customer sales and operations
o Demonstrated ability to successfully balance competing priorities and make sound decisions within and outside of established policy
o Strong analytical skills with ability to identify problems and trends and develop and implement solid business solutions
o Excellent communication skills, both verbal and written with ability to successfully influence others at all levels
o Demonstrated call center technology skills with strong PC Skills
o Must be available to work flexible hours determined by the needs of the department which may include weekends, nights and holidays
Hours 8a-4p Rotating weekends
Inclusiveness
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach her/his potential.
If you have a disability that requires an accommodation to complete the application process, please e-mail TD Bank's HR Compliance Department at . Please include your full name, contact information and details about your request within the e-mail.
EOE/Minorities/Females/Veterans/Individuals with Disabilities.
Group Manager
Auburn-Maine
76560br Estimated Salary: $20 to $28 per hour based on qualifications.
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