BBVA Compass

  • Client Care Team Manager

    Job ID
    2018-114716
    Site Name
    AZ-PHOENIX-WARNER CROSSING (TEMPE OPS)
    Category
    BUSINESS DEVELOPMENT USA
    Work Location
    US-AZ-TEMPE
    FLSA Status
    EXEMPT
    Type
    FULL TIME
    EOE Statement
    Equal Opportunity Employer - Minority/Female/Disability/Veterans.
  • Overview

    At BBVA, we are working to make banking better for everyone. That is where you come in. We are looking for smart, team oriented people who want to be part of a first-class workforce that gives people the tools they need to meet their financial goals, all while delivering an outstanding client experience. Learn more below.

    Responsibilities

    Manage all aspects of hiring, coaching, recognition, evaluation and termination of employees.
    Perform monthly one on ones and provide feedback to review performance, phone quality results, and training opportunities.

    • Lead team meetings to identify process improvements, department trends, and phone quality feedback.
    • Support the mission and values of the department through team leadership, motivation and coaching.
    • Be the liaison for strategic business partners (Corporate Security, Regional/District Manager, Project Managers, etc)
    • Manage department adherence to call quality expectations, Net Promoter Score, and department productivity
    • Qualifications/Skills:
    • Critical thinker to solve complex/difficult issues
    • Willingness to continue to grow as a leader
    • Ability to motivate, direct, and develop team members
    • Strong banking operations knowledge
    • Interpersonal skills
    • Attention to detail
    • Professional
    • Self starter and able to take initiative
    • Excellent verbal/written communication skills
    • Strong computer skills
    • Resourceful and solution oriented
    • Calm/patient demeanor
    • Strong research skills

    Qualifications

    • Bachelor’s degree or branch and contact center experience minimum four years
    • Two years supervisor experience
    • BBVA Compass systems knowledge (Alnova, TSYS, Remedy)

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