Customer Care Team Lead - Onsite Columbus 11:15A-8:15P

Job Summary

Leads the day-to-day workflow of Customer Care and serves as a subject-matter-expert and team resource providing guidance and assistance to team members in Customer Care functions and with locating solutions. Leads the daily monitoring and tactical management of phone and case queues and escalation requests. Sets an example for the team by displaying excellence in personal performance and attendance reliability. Detects issue trends or training needs and drives process to address. Provides orientation, training and guidance to new hires. Partners with workforce management to ensure all schedule needs are covered. Serves as a back-up or unscheduled fill-in when necessary.

Job Duties and Responsibilities

• Leads the day-to-day activities of team of Specialists including monitoring and providing tactical management of phone queues, case queues, escalation requests, work assignments, limit increase requests, and agent chat support.
• Serves as subject-matter-expert and resource providing guidance and assistance to team members, location of solutions, and using information-gathering questions to clarify the definition and scope of the customer or team member's issue.
• Proactively engages agents to identify common themes or trending issues. Assists with collaboration with support teams to determine cause and solution to resolve for customer and team member issues through system changes and/or knowledge documentation. Seeks opportunities for streamlining and automating processes to improve scale and efficiencies.
• Reviews established knowledge resources for improvement of documentation and adds new learning as needed. Ensures team members are complying with knowledge policy and achievement of knowledge performance indicators.
• Reviews personal accomplishments and existing performance indicators to recalibrate and improve each month. Initiates enrollment in relevant training and completes by due dates. Attends training sessions and workshops as requested.
• Participates in multiple projects and assists with implementing initiatives to transform the Customer Care's support model to meet the support demands for Synovus modernization and improve the customer and team member experiences.
• Maintains a highly visible presence and provides guidance and coaching to Customer Care Specialists. Serves as a team resource responding to questions regarding policies, procedures, and product referrals. Provides focused coaching to lower-performing Specialists.
• Provides feedback, conducts side-by-side observations, and other interactive coaching techniques to improve Specialist achievement of established standards and metrics. Coaches Specialists on the appropriate use, and leveraging of internal databases, programs and systems.
• Assists Supervisors with huddles as required. Communicates key information, messages, events, changes, and what's hot now for both internal and external customer issues as directed by management. Ensures as up-to-date knowledge base regarding new business and/or bank information, customer information, and any changes to policies and procedures.
• Assists Specialists with escalated customer interactions. Forwards the more complex and/or unusual requests to a supervisor or manager. Initiates service recovery efforts with customers, as needed, regarding inquiry follow-up.
• Proactively monitors and reviews real-time queue monitoring tools and assist with ensuring agents are in productive work states and appropriate levers are being utilized to maintain queue times within expected ranges. Alerts supervisors and managers, as appropriate, when system issues arise. Serves as a change agent for Customer Care assisting with organizational effectiveness, improvement, and development.
• Demonstrates Synovus HERO characteristics each day including honoring the customer covenant, exceeding expectations, recognizing customer needs and owning the customer experience.
• Assist with the orientation and training of new team members as directed. Assist less experienced team members. Demonstrates the Customer Covenant each day through always providing the highest level of customer service. Provides general site and Specialist support in the absence of the supervisor or manager.
• Participates in short-term operational planning with managers and supervisors. Partners with workforce management to ensure all schedule needs are covered including Overtime and Voluntary Time Off opportunities. Serves as a back-up or unscheduled fill-in for Customer Care Specialists when necessary to include call spike events.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected