M&T Bank
Team Lead, Call Center
Lead a team of customer service representatives to achieve key performance indicators (KPIs) and support the achievement of annual branch goals. Collaborate with management to develop and implement plans to improve customer and employee experience, digital engagement, transactions/operations, and sales performance.
Responsibilities:
- Supervise a team of customer service representatives to ensure effective customer service delivery and attainment of sales and operational targets.
- Provide coaching, performance management, and set priorities to drive team performance and achievement of individual and team goals.
- Build and maintain strong relationships with internal stakeholders, including sales and operations teams, to ensure seamless collaboration and effective communication.
- Analyze customer feedback and operational data to identify areas for improvement and implement process changes to enhance customer experience and branch performance.
- Develop and implement plans to improve digital engagement, transactions/operations, and sales performance to support the achievement of annual branch goals.
- Collaborate with management to develop and implement plans to improve employee experience, including training and development programs, to enhance employee engagement and retention.
- Maintain accurate records and reports to track team performance, sales and operational metrics, and customer feedback.
- Work Indiana a fast-paced environment with multiple priorities and deadlines to achieve business objectives and goals.
Job title: Senior Branch Manager
Company: M&T Bank
Expected salary: $79184.45 – 131974.08 per year
Location: Beverly, Massachusetts
Job date: Sat, 10 Aug 2024 07:57:29 GMT