Key skills
Decision MakingCritical ThinkingProblem Solving
About this role
Role Overview
- Leads the day-to-day activities of a specialized team in a contact center or client service environment
- Achieves specific outcomes and key indicators for their work group in order to optimize performance
- Delivers CARES model to customers and service partners
- Collaborates with business partners to meet customer and employee needs in a responsive, efficient manner
- Manages escalated issues and interacts with customers
- Manages the customer experience process
- Ensures that reporting is accurate and completed in a timely manner
- Conducts problem solving locally to own issues and share continuous improvement opportunities to the team
- May help manage workforce functions of the group
- Accountable for the performance of the customer support team
- Review team behaviors and identifies trends to drive employee engagement and outcomes
- Inspires, motivates, grows and develops customer service staff
- Leads change efforts and owns all outcomes
- Effectively plans, organizes, directs, analyzes and evaluates staff and processes
Requirements
- FINRA Series 7 and 63 (or 65,66) required
- FINRA Series 24 (or 9,10) preferred
- 3+ years of industry-relevant experience
- 2 years of previous managerial experience (in lieu of a degree)
- Accountability
- Continual Improvement Process
- Customer Interactions
- Customer Service
- Decision Making
- Relationship Building
- Results-Oriented
- Technical Support
- Client Relationship Management
- Customer Experience Management
- Decision Making and Critical Thinking
- Effective Communications
- Problem Solving
- Process Management
- Tech Savvy
Benefits
- medical/prescription drug coverage (with a Health Savings Account feature)
- dental and vision options
- employee and spouse/child life insurance
- short and long-term disability protection
- 401(k) with PNC match
- pension and stock purchase plans
- dependent care reimbursement account
- back-up child/elder care
- adoption, surrogacy, and doula reimbursement
- educational assistance, including select programs fully paid
- a robust wellness program with financial incentives