Contact Center Assistant Manager

Contact Center Assistant Team Leader

The Contact Center Assistant Team Leader provides support to the Team Lead. This role will assist in the supervision and coaching of Specialists, ensuring a high level of service is delivered within the Contact Center. The Assistant Team Leader will coach on enhancing customer relationships and ensuring customer requests are handled effectively including transactions, inquiries, and concerns, giving direction and clarity when needed.

The Assistant Team Leader will further ensure the team's skill sets are continually enhanced. Communication, implementation, and interpretation of procedures to generate clarity and consistency within the team will be high priority. The Assistant will be expected to ensure service levels are maintained by pro-actively identifying trends and making recommendations for improvement. The candidate will serve as a resource in the resolution of complex problems and provide training to staff including quality review of work. May recommend and communicate a variety of colleague performance improvement actions to the Team Leader.

Other responsibilities will include, but are not limited to, conducting and documenting call observations (CFIR's), participating in recruiting efforts, facilitating colleague engagement activities, participating in various meetings with partners of all levels to enhance customer and colleague experience, as well as other ad-hoc projects, special assignments and duties as needed.

Leadership Accountabilities

Business Management & Planning: Be aware and understand the business objectives and how they relate to the role. Oversee and support the day-to-day department production activities. Ensure team members have a clear idea of what is expected of them and to what standard.

Process/Continuous Improvement: Contribute to the improvement of the customer and colleague experience. Encourage and respond to process improvement ideas from team members and partners.

Customer Service: Role model the desired behaviors that drive our customer service values. Exemplify the Credo.

Risk Management: Identify, minimize, and escalate risk where appropriate.

Recruitment & Onboarding: Assist the Team Leader in identifying top talent, provide training and an exceptional onboarding experience to new hires.

Team Development: Actively participate in own professional development while supporting team members with training, skill development/enhancement.

Performance Management: Provide input in the performance review process, assist team members in achieving the objectives and targets linked to the business goals and ensure appropriate behaviors are demonstrated ("what" is expected and "how" they are expected to achieve objectives).

• Thorough knowledge of products and services
• World class customer service skills with strong problem resolution skills
• Coach to exceptional customer experience and need-based enhancements
• Leadership skills to foster collaboration, respect and harmony amongst team
• Excellent time management and organizational skills; goal driven with a desire to exceed sales and productivity goals
• Team player with strong coaching/mentoring abilities

Qualifications, Education, Certifications and/or Other Professional Credentials

• Strong verbal, written and interpersonal skills
• Ability to multi-task and work independently in a fast paced work environment while meeting deadlines.
• Strong, working knowledge of Office products
• High School or equivalent required, Associate Degree preferred, or 2-3 years of experience in lieu of degree
• 2 3 years related call center experience

Hours & Work Schedule

• Hours per Week: 40 hours
• Work Schedule: Monday- Friday 12:30pm-9:00pm (with some flexibility)
• 4 Days in office requirement.

Required Skills

• Call Centre Management
• Coaching
• Communicating Effectively
• Confidence
• Conflict Resolution
• Curiosity
• Customer Engagement
• Customer Service
• Customer Support Platforms
• Data Dashboards
• Fostering Inclusion
• Issue Resolution/Escalation
• Motivating Others
• Operational Excellence
• Persistence and Tenacity
• Product Knowledge
• SLA Management
• Service Excellence
• Service Request Management
• Socially Savvy
• Telephone Etiquette
• Training Others
• Valuing Diversity and Inclusion

About Us

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

Job Applicant Data Privacy Policy

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

Job Info

• Job Identification 46805
• Job Category Servicing & Operations
• Locations One Citizens Bank Way, Johnston, RI, 02919, US