Team Manager - Call Center

Primary Functions:· Lead the team in all capacities, including establishing a comprehensive team plan based on the established Contact Center strategic and operating plan· Ensure that all team members are meeting or exceeding established performance levels and sales goals by actively monitoring and measuring performance, and conducting team training and individual coaching sessions to correct substandard execution· Ensure that established service levels are being realized, and conduct team training and individual coaching sessions to correct substandard realization· Lead team in problem identification and resolution; conduct problem-solving sessions with team to develop problem analysis, definition and resolution skills· Review and audit consumer loans for team; identify exceptions, and use same as training tool to improve analysis and decision-making· Interface, consult and confer with other team leaders and management team members for determination of department issues and opportunities; share team resources· Initiate and complete projects that advance goals of XFCU; develop reports/presentations to present results to managementBasic Requirements:· Minimum of three (3) years relevant member/customer service experience in a telephone environment, preferably in a financial institution· Strong interpersonal skills· Excellent understanding of all products and services· Excellent underwriting skills· Technologically proficient· Must demonstrate a cooperative, supportive and enthusiastic attitude in relations with both internal and external members·  A.A.; B.A./B.S. preferred     Company: Xceed Financial Credit Union Location: Pittsford, NY 14534 Status: Full Time, Employee Job Category: Customer Support/Client Care Relevant Work Experience: 2+ to 5 Years Career Level: Manager (Manager/Supervisor of Staff) Education Level: Associate Degree Industry: Banking Company: Xceed Financial Credit Union Referece Code: TM-NY