Care Center Manager
| Company | Truist |
|---|---|
| Location | Greensboro, NC, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Bachelor’s degree in Business or a relevant field, or equivalent education and related training or experience
- Five-to-seven years of client contact center experience and/or client-facing financial services
- Five years of combined leadership experience, with progressive responsibility in a supervisory role
- Completion of Truist Leadership courses via instructor led or through the Learning Portal
- Strong analytical and critical thinking skills, with the ability to define problems, collect data, develop appropriate reporting mechanisms, establish facts, and draw valid conclusions
- Excellent written and verbal communication skills with the ability to effective present, communicate, interact, and influence all levels of organization, including Executive Management
- Ability to lead, coach and develop staff, including the ability to exercise initiative and judgment, as well as make decisions within the scope of assigned authority
Responsibilities
- Lead with Truist Purpose, Mission and Values to deliver care through exceptional client service and create a differentiating client experience for care center teammates
- Partner with other Care Center Managers to ensure teams meet key performance requirements, including, client satisfaction, first call resolution, service levels, financial objections
- Collaborate with other internal stakeholders (e.g., operations, complaints, technical teams, etc.) to implement strategies, optimize performance, and ensure ongoing alignment and support of business objectives
- Utilize purpose-driven sales strategies to improve productivity while also deepening relationships, meeting client needs and accelerating primary client growth
- Manages and develops Team Leaders, inclusive of performance and development
- Follow established policies, procedures, guidelines, regulations, and laws to protect both our clients and Truist from any unnecessary risk, including providing operational oversight and governance over all care center business practices
- Proactively align business continuity plans with organizational objectives, in cooperation with internal support partners
- Embrace ongoing personal and professional growth and development by participating in required and voluntary educational opportunities, business resource group (BRG) activities and other work-related activities
Preferred Qualifications
- Supervisory/management experience in a contact center environment
- Completion of an advanced degree or bank program (Truist Leadership Institute)