Customer Experience Team Lead

TCM Bank is in Tampa, FL. This is a remote opportunity. If living outside of the area, travel expectations would be at least 4 times (over-night travel) per year. Qualified candidates located in the states where we do business will be considered: AL, AZ, DC, FL, GA, IA, KY, MD, MA, MO, NE, NC, OH, OR, PA, SC, TX, & VA.
Summary:
The Customer Experience Team Lead (CETL) main role is to support and motivate the Contact Center associates and provide the best customer experience in all their customer interactions. CCTL assists the Customer Experience Manager in the day-to-day operations of the Contact Center. This is a highly focused, high production, multi-tasking position. CETL will ensure the Contact Center Associates have a service-oriented and professional working environment while overseeing the team’s performance. The CETL must maintain the team motivated to stay productive and provide excellent customer interactions. The CETL is knowledgeable of all reporting aspects, communications terminology/technology, and organizational procedures. Some of the CETL responsibilities are responding to email, chat, mail and faxes, handling escalation calls, assisting with training new hires, providing assistance to other departments, providing VRM, MCS.com, Mobile app, Help Desk and eZBusiness product support.
The CETL is responsible for creating a positive contact center customer experience and a memorable interaction, while promptly completing the customer's request. The CETL customers consist of, but not limited to our cardholders, agent banks, and TCM bank co-workers. The CETL seeks to provide one-interaction resolution with professional, prompt service, respect, and kindness.
The CETL is expected to demonstrate a thorough command of the English language (speak and write) (primary language). The job requires to be connected to a phone via headset for the entire work shift, excluding breaks/meal periods, to accept incoming customer interactions in a high-volume contact center. The CETL must enjoy working with people, leading a team to perform, manage intense, emotional, and sometimes difficult customer conversations, while maintain professional and courteous composure resolving the cardholder’s issues.
This position is 100% remote and requires the CETL to have reliable internet. All CETL must be available to work flexible schedules that include rotations and/or Saturday shifts. Preferred schedules are not guaranteed nor permanent. This position is a non-sales position.
Duties & Responsibilities:

• Monitor and update WFM, Status Dashboard and ARM systems.
• Serve as the main resource for the contact center associates.
• Identify, research, and resolve cardholder or agent bank issues using available resources and systems.
• Actively encourage, support, and motivate the contact center agents to surpass their potential.
• Document general reports on each agent’s performance and targets as well as ensuring that they exceed the targets.
• Prioritize, distribute, and work the contact center’s email boxes.
• Recognize, document, and alert the manager of trends in customer calls.
• Strive for ways to consistently meet and potentially exceed department service levels.
• Participate or present on assigned topic for team meetings.
• Participate with on-the-phone and off-the-phone projects as assigned.
• Complete all training coursework assigned.
• Complete all compliance coursework assigned.
• Follow-up on customer inquiries not immediately resolved.
• Identify and escalate priority issues to the appropriate resource.
• Recommend process improvements to appropriate resource or manager.
• Handle escalated interactions, specialty calls, complaints, questions, and queries from customers and Agent Bank, as necessary.
• Meet departmental goals and the position expectations as established by manager.
• Participate in contact center fraud prevention and awareness.
• Help other departments as assigned by manager.
• Create sense of ownership within the contact center by communicating and demonstrating the company’s purpose, core values, vision to all employees.
• Maintains comprehensive knowledge of applicable products, services, company policies and procedures.
• Monitor, organize, and coach contact center associates to ensure that they are working in the most effective and efficient manner.
• Always maintain and display a positive attitude.
• Other duties as assigned.
• Assist on side-by-side training of other associates.
• Received customer interactions from various queues and respond to customer inquiries in a timely and professional manner.
• Encourage open communication among the contact center agents.

Qualifications:

• Good decision-making, IT, and communication skills.
• Ability to work effectively in a multi-tasking, high call volume environment is required.
• Three or more years of Call Center operations experience required.
• Exceptionally proficient at multitasking.
• Ability to operate well in a call center team environment.
• Ability to coach, motivate, and interact with people.
• Ability to inspire and support people.
• Keenness and flexibility to work extended hours.
• At least three years’ experience in leading contact center activities or the equivalent combination of training and work experience is preferred.
• Strong knowledge of customer care techniques and processes.
• Maintain calmness under tight pressure.
• Exceptional analytical and listening skills.
• A high school diploma/GED.
• Ability to plan well and prioritize work.

TCM Bank, N.A. embraces the diversity of its applicants and employees and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic protected by applicable law.
Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level, experience, industry specific knowledge, education/certifications, etc. The offer rate represents one component of TCM Bank's total compensation package. Employees will also receive several benefits as listed below. Other compensation for this position may include bonus eligibility in the monthly incentive program.
Benefits Offered:

• Multiple time-off options for vacation, volunteering, or care for yourself or loved ones
• Competitive medical, dental and vision benefits
• Company-paid parental leave
• Company paid continuing education credits
• Educational assistance
• Paid employee assistance program
• 401(k) and Roth 401(k) retirement plans with company match
• 12 paid holidays, including discretionary early closures before holidays and company events. (More than your average company!)
• Flexible spending accounts (medical and dependent care)

TCM Bank is in Tampa, FL. This is a remote opportunity. If living outside of the area, travel expectations would be at least 4 times (over-night travel) per year. Qualified candidates located in the states where we do business will be considered: AL, AZ, DC, FL, GA, IA, KY, MD, MA, MO, NE, NC, OH, OR, PA, SC, TX, & VA or will be willing to relocate (TCM does not provide relocation).
No sponsorships available for this position.
Principals Only. No Agencies Please.