Care Center Manager @ Truist

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Responsible for directing multiple Truist Care Center Departments and/or Teams providing direct frontline leadership and support including virtual and/or onsite teams. Direct responsibility for advancing the Truist culture, including teammate engagement, diversity, volunteerism, and community involvement. May include local site leadership responsibility as a liaison between Facilities Management, Security, Incident Management, Corporate Real Estate, and other building occupants.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
1.   Lead with Truist Purpose, Mission and Values to deliver care through exceptional client service and create a differentiating client experience for care center teammates.
2.   Partner with other Care Center Managers to ensure teams meet key performance requirements, including, client satisfaction, first call resolution, service levels, financial objections.
3.   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.
4.   Utilize purpose-driven sales strategies to improve productivity while also deepening relationships, meeting client needs and accelerating primary client growth.
5.   Manages and develops Team Leaders, inclusive of performance and development.
6.   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.
7.   Proactively align business continuity plants with organizational objectives, in cooperation with internal support partners.
8.   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.
QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.   Bachelor’s degree in Business or a relevant field, or equivalent education and related training or experience
2.   Five-to-seven years of client contact center experience and/or client-facing financial services
3.   Five years of combined leadership experience, with progressive responsibility in a supervisory role
4.   Completion of Truist Leadership courses via instructor led or through the Learning Portal
5.   Strong analytical and critical thinking skills, with the ability to define problems, collect data, develop appropriate reporting mechanisms, establish facts, and draw valid conclusions
6.   Excellent written and verbal communication skills with the ability to effective present, communicate, interact, and influence all levels of organization, including Executive Management
7.   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

Preferred Qualifications:
1. Supervisory/management experience in a contact center environment
2. Completion of an advanced degree or bank program (Truist Leadership Institute)

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.

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Care Center Manager

Truist

Please review the following job description:

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