Call Center Team Leader - Risk Management

Would You Like to begin a career with a company that takes pride in delivering Company Leadership, People Leadership, Thought Leadership, and Results Leadership'

There’s no magic formula. Just a simple belief: respect and reward people for being their best. That’s how we work at Discover Financial Services.

Discover Financial Services (DFS) is a leading credit card issuer and electronic payment services company with one of the most recognized brands in U.S. financial services. Since our inception in 1986, we have grown to become one of the largest card issuers in the United States, with more than 50 million card members.

Our New Castle, DE facility offers fantastic amenities to our employees. Take advantage of the full service cafeteria featuring a deli bar, fresh salads, grille and much more. Enjoy your lunch on the patio or take a stroll on the mile walking path. You are invited to participate in our state of the art fitness center featuring free weights, cardio machines, aerobic classes, and locker rooms.

CALL CENTER TEAM LEADER: PREVIOUS MANAGERIAL EXPERIENCE IS REQUIRED

Develops employees and team - 60%
• Creates a positive and engaged work environment by building trust and empowering
and motivating team members
• Develops, promotes, and maintains collaborative working relationships among team
members, and proactively addresses potential issues/conflicts
• Retains, motivates and recognizes employees
• Mentors, develops and trains new and existing employees, leading by example and
demonstrating best practices
• Proactively coaches employees and finds both formal and informal opportunities to
share experience, expertise and knowledge
• Tailors coaching and development to employees, providing specific and actionable
recommendations
• Provides regular and scheduled feedback on job performance
• May serve as a mentor to, and benchmarks with, peers to share knowledge and
successful practices
• Rapidly assimilates and integrates new members to the team

Manages business operations and results - 20%
• Manages team performance to achieve or exceed established goals, proactively
monitoring daily activities of direct reports
• Implements and executes established business strategies
• Works with management to develop team goals
• Holds self and others accountable for achieving results, following processes and
delivering high standards of accuracy and efficiency in work performed
• Manages workflow by delegating and re-assigning work activities to team members
• Communicates changes in work activities and priorities to employees
• Assists team in adjusting and responding to change, maintaining personal and team
work effectiveness during changing or ambiguous situations
• Analyzes information such as performance metrics, data, outputs and reports, and
communicates relevant information
• Recommends improvements to processes and procedures to improve overall
performance, results, and customer experience
• Solicits feedback from direct reports on how to improve processes and procedures
• Ensures that activities of the team are in compliance with company policies and
procedures, and applicable local, state, and federal laws
Manages customer related activities - 10%
• Provides guidance, direction and feedback to employees on handling of difficult
customer issues
• Helps resolve challenging customer issues, and uses discretionary authority to
approve exceptions to procedures to resolve escalated customer issues
• Monitors customer feedback on a regular basis and escalates as appropriate
• Models expected behaviors to reinforce the customer experience
• Monitors calls for quality and customer engagement

Manages personnel actions and activities - 5%
• Assists in the selection of employees
• Evaluates performance and conducts performance reviews
• Recommends promotions, transfers, and salary increases
• Documents coaching, counseling and corrective action of direct reports

Performs general administrative duties 5%
• Performs general administrative tasks, e.g., timekeeping
• Maintains and updates working files
• Assists with additional/special projects as needed

Qualifications

Communication Skills – Communicates effectively, openly, honestly, and consistently with others, and is able to deliver difficult feedback directly and appropriately; actively listens to and acknowledges what others are saying; responds to statements and comments of others in a way that reflects understanding

Interpersonal skills – Considers the needs of others before/when taking action; interacts with others in a positive and respectful manner; takes an active interest in other people and teams; is approachable and easy to interact with

Building Relationships – Builds trust and rapport with others; develops and maintains collaborative relationships with customers and others to meet mutual goals and objectives

Coaching and Mentoring Skills – Transfers and imparts knowledge and expertise; provides feedback successfully to improve and/or reinforce the performance of others; leads by example

Accountability – Takes personal responsibility for the outcomes of own work and the work of others, as well as for one’s actions and decisions; holds others accountable for results; follows through on commitments to others; sees things through to completion

Flexibility and Adaptability – Works effectively in changing or ambiguous circumstances; achieves
desired results in the midst of changes in responsibilities, work processes, timeframes, performance expectations or changes within the Department/Center; facilitates the implementation and acceptance of change by others within the workplace

Multi-tasking / Prioritization – Balances competing demands for one’s time and simultaneously
manages multiple projects, tasks, and activities; allocates time across various responsibilities and
prioritizes issues quickly to respond to critical priorities in an organized and planned manner

Achievement / Results Oriented – Understands what results are important and is driven to achieve results; focuses time, effort, and resources to achieve results

Analytical Thinking – Analyzes information, identifies key issues and relationships, and draws logical conclusions; identifies the root causes of problems and develops solutions
Customer Service Orientation – Meets or exceeds internal and external customer expectations,
demonstrating service orientation and dedication to ones’ customers; proactively identifies opportunities and takes action that benefits both the customer and the Company
Job Experience
• Minimum of 2 years relevant work experience is required
• Past experience in a related field, operations center or call center environment, or previous experience in a customer-facing role within a professional services company, is preferred
• 1-2 years experience leading teams, people and/or processes is required

Education
• High school diploma or equivalent required
• 2-year or 4-year college degree in a business related field is preferred

Technical & Professional Skills
• Knowledge and execution of business process
• Ability to present information, analyses, ideas, and opinions in writing in a clear
and convincing manner, and ability to organize written ideas clearly
• Ability to learn/acquire new concepts, processes, and technology
• Knowledge of company policies and/or applicable local, state, and federal
regulations and laws governing business processes
• Skill working with personal computers and software applications (e.g., Microsoft
Office suite, word-processing, spreadsheets, databases, etc.)

Relationships
The Team Leader may report to an Area Manager or a Department Manager. Direct reports include
non-exempt employees. This position interfaces with all levels of managers within the organization, and with external vendors outside the organization We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.