Assistant Manager (Team Coach)

Discover is a leading direct bank and electronic payment services company. Our direct bank operates the companys flagship credit card business and offers an array of banking products, such as private student loans, personal loans, certificates of deposit, savings accounts and prepaid cards. The success behind what makes us one of the nations leading direct banks today is the same as what made us a pioneer in 1986 when we launched the Discover card: a focus on the customer and a commitment to be different, to be better and to offer the best service in the business.Our Phoenix Center was recently recognized by the Phoenix Business Journal as one of Arizonas best places to work. Our employees are the reason Discover is a leader in the financial services industry. We provide them with an atmosphere in which families are valued, good work is rewarded and personal and professional growth is possible.We offer a competitive benefit package, which includes; medical, dental, vision and 401K starting on day one of your employment. In addition, we offer a generous amount of Paid Time Off and much more.Discovers Phoenix Center is currently searching for highly motivated individuals to assist with coaching and motivating teams within our Customer Service, Collections and Bank Departments. If you have experience driving performance improvements over a team of 15-20 people, then you cant miss this opportunity!Within this role you will be required to assist in managing the day to day activities for a team of 15-20 account managers to help drive business results and ensure productivity goals are exceeded. You will be responsible for coaching, developing, and motivating your team alongside your Team Leader. Also, you will be responsible for supporting Company, Department and Center goals and initiatives through implementation of directives, policies, procedures, quality standards, and process improvements.**Must have open availability with weekend and holiday flexibility based on business need.**

Qualifications

Skills Required
1. Creates a positive and engaged work environment by building trust and empowering and motivating team members
2. Develops and maintains collaborative working relationships among team members, and proactively addresses potential issues/conflicts
3. Provides employees with regular feedback on job performance
4. Assists the Team Leader with managing team performance to achieve or exceed established goals, proactively monitoring daily activities of direct reports
5. Holds self and others accountable for achieving results, following processes and delivering high standards of accuracy and efficiency in work performed
6. Analyzes information such as performance metrics, data, outputs and reports, and communicates relevant information
7. Ensures that activities of the team are in compliance with company policies and procedures, and applicable local, state, and federal laws
8. Monitors calls for quality and customer engagement
9. Ability to successfully balance personal phone/performance goals and coaching requirements.
10. Takes escalated Supervisor calls as needed.
11. Actively participates and/or leads call listening sessions, development programs and calibrates on call quality.

Skills Desired
Bachelor degree preferred
Past experience in a fast pace, results driven field is highly desired
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.