Mgr, Service Center • Masters PODs

Responsibilities

• Directly lead and guide a team of about 13 service professionals, establishing performance and career objectives, providing coaching, and fostering motivation and team engagement to achieve optimal results.
• Coach individual team members in real time, inclusive of coaching sessions after pain points identified or client escalation so as to further develop your team’s call management skills.
• Support Service Professionals and clients through service escalations, as needed.
• Use performance reports, including individual frontline metrics and various team metrics to better coach and develop your team, and manager performance as necessary.
• Identify team performance trends and areas for improvement to enhance team efficiency and advocate for additional resources when necessary.
• Identify, interview, and hire exceptional team members, ensuring thorough evaluation and strategic selection.
• Execute administrative management responsibilities, including timecard approvals, reviewing time-off requests, and monitoring attendance.
• Partner with HR colleagues and advise senior leadership on progressive counseling needs for Service Professionals, actively participating in the creation and presentation of action plans to enhance performance.

Requirements

• Bachelor’s Degree preferred or 6+ years progressive experience in related fields
• Minimum of 2 years as team lead or manager of a team
• SIE and Series 7 required within 90 days of employment
• Preferred training in multiple skills Move Money, Transfers, New Accounts and Direct Business

Core Competencies

• Skilled at coaching, employee development and managing and supporting employee performance
• Ability to drive results within a team
• Proficiency in customer service
• Communication skills; both written and verbal
• Problem solving skills and ability to analyze performance data trends
• Agile mindset

Preferences

• Financial services or FinTech experience
• Call center or service center high volume call and team management
• Professional coaching certifications
• Knowledge of project management tools and techniques
• Experience managing hybrid employees (in-office and remote)