Contact Center Team Leader in Lockport, NY at Key Bank- Corporate

Date Posted: 7/24/2018

Job Snapshot

Job Description

In a Financial Services Contact Center environment, the Team Leader will assist Contact Center Senior Banking Specialists on resolving internal and/or external client inquiries, account servicing, resolving client issues and problems, exploring opportunities to sell additional products and services and making qualified sales referrals.

Supervises the daily workflow of a unit within a department (approximately 12- 15 FTE). Serves as an effective coach to team members to drive superiorer client service. Partners with management on recruiting, performance management and issue resolution.

- Coach team members to high performance to achieve quality and efficiency goals.
- Provide both leadership and management skills to foster an enthusiastic, inclusive, and efficient work environment.
- Conduct monthly one on one coaching sessions with each team member to drive high performance in the areas of quality, efficiency and first call resolution.
- Partner with support teams to achieve department service level goals.
- Complete five to seven quality call reviews per month for each team member to support coaching and ensure adherence to corporate and department policies.
- Provide timely and effective communication to team members to ensure awareness and commitment to department and corporate initiatives.
- Ensure regulatory requirements are met for team members.
- Ensure team members adhere to Key's policies and procedures.
- Document performance levels for team members and provide information on a regular basis as part of the coaching process.
- Document and complete annual performance reviews for each team member to foster a high performance culture.
- Maintain personal files for employees for effective record- keeping.
- Partner with branches and district management to support client focused solutions to complex issues.
- Provide leadership to the Contact Center and Segment strategic initiatives.
- Demonstrate a mastery of critical systems, product knowledge and policy knowledge to supoort the development of a team member.
- Collaborate with other depeartments within the Contact Center to facilitate the timely resolution of escalated issues and challenges.

- Four plus years of client service / sales experience.
- Demonstrated success in complex problem solving and resolving client issues.
- Proven ability to effectively performance manage.
- Superior coaching skills.
- Customer service experience.
- Excellent written and oral communication skills.
- Strong time management and organization skills.
- PC proficiency, use of Microsoft Office suite (Word, Excel, PowerPoint, Access) inlcuding Lotus Notes.

KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

Key Community Bank serves individuals and small to midsized businesses from Maine to Alaska through our 15-state network of over 1,200 branches, 1,500 ATMs, telephone banking and robust online and mobile platforms. KeyBank’s Consumer/Business Banking segment provides consumers and small business owners with straightforward banking solutions and personal finance expertise that helps them make confident financial decisions today and plan for tomorrow. Key Private Bank offers wealth planning that follows a consistent, disciplined approach guided by objective advice based on each unique situation. KeyBank Commercial Bank offers midsize business financial services that drive growth and profitability and help business owners identify new opportunities with products and services including deposit, cash management, investment services, commercial lending, equipment leasing, and asset-based lending.


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

JobID: 30508BR

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