Bank Team Leader-2

Responsible for providing quality and efficient customer service to customers through the daily management of a team of up to 30 employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving. Additionally, responsible for assisting manager with development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs. Provide daily direction andcommunication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provide continual evaluationof processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and externalcustomers.Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skillimprovement.Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.Insure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed byteam members; create and maintain high quality work environment so team members are motivated to perform at their highest level.Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees onwarnings and make effective/appropriate decisions relative to corrective action as required.Assist manager with daily operation of call center to include the development, analyses and implementation of staffing, training, telemarketing,scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to area/processimprovement.Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.Use appropriate judgment in upward communication regarding department or employee concerns.

Qualifications

Leadership Responsibilities
Is accountable for individual assignments and an element of work groups results. Amount of Supervison
Works under limited supervision. Work is reviewed for soundness of judgment and overall timeliness and accuracy.
Task Complexity
Works on complex projects. Highly skilled with extensive proficiency. Tasks are varied and complex.
Decision-making
Wide latitude for independent judgment. Develops solutions to a variety of problems of moderate scope and complexity. Refers to policies and practices for guidance.
Communication Skills
Excellent written and verbal communication skills.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.