Team Manager II, USCC - Mt. Laurel, NJ

Work Location:

Mount Laurel, New Jersey, United States of America

Hours:

40

Pay Details:

$61,880.00 - $92,560.00 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. 

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Personal & Commercial Banking

Job Description:

The Team Manager II – USCC (US) manages a team of service/sales representatives and provides overall direction, corporate vision and communication to assigned Colleagues in the Contact Center.  The Team Manager II – USCC (US) provides day to day team leadership and work direction to ensure effective and efficient operations and raise the bar on providing Legendary Service to our Customers. This job leads, develops, coaches and motivates Colleagues to achieve personal/team production goals and professional/personal development objectives.

Depth & Scope:

• Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
• Monitors calls and assigned team activities to ensure service and productivity standards are met
• Monitors productivity and performance effectiveness through call observations
• Participates in the selection, placement and training of new staff members

• Develops, assesses and evaluates Colleague performance, prepares appropriate action plans and conducts performance reviews
• Ensures ongoing development and training of Colleagues and assists with training and development efforts
• Coaches Colleagues to develop a solid knowledge of a wide variety of products and services
• Leads, coaches and models a brand enhancing Customer experience with every interaction
• Assists with the implementation of company policies, procedures and practices
• Continues to enhance reward and recognition programs
• Partners with all Contact Center sites to maximize  service/quality levels
• Resolves escalated Customer issues
• Leads a team and oversees complex or diverse operations or a functional area - impacts a significant part of the organization and entails leading teams in completing multiple step transactions / processes / activities that may involve numerous systems and/or jurisdictions, and range in complexity from medium to high
• Requires strong process management knowledge and understanding of the business and operational function areas supported
• Manages team requiring workforce to decision on acceptable level of risk- Moderate to High risk potential (loss/reputational) for functional area
• Plans, organizes and coordinates the activities for own area and resolves operational issues and work focus time horizon is generally medium term
• Decision making authority and ambiguity and nature of issues managed are generally complex, risk oriented, time sensitive and/or impacts a significant part of the organization
• Effectively handles critical and/or high-risk issues, determining the most appropriate course of action for resolution

Education & Experience:

• Bachelor's degree or progressive work experience in addition to experience below
• 2+ years' related experience required
• Prior leadership experience or progressive responsible Contact  Center/Bank experience
• Ability to coach and mentor others
• Ability to provide conflict resolution
• Strong ability to successfully balance competing priorities in a fast-paced environment
• Strong analytical skills with ability to identify problems and implement solutions
• Strong communication skills, both verbal and written with ability to successfully influence others
• Excellent Customer service and computer