Customer Contact Center Team Lead

US-TX-Irving
Req #
2017-6695
Type
Full-Time
Category
Customer Service
Irving, TX - Las Colinas
Availability
Monday-Friday 8:00am-6:00pm, Saturday 9:00am-1:00pm
Company Name
PlainsCapital Bank

Job Summary

The Customer Contact Center Team lead will assist the Customer Contact Center Supervisor with daily operations and scheduling in the Customer Contact Center. Offers support and guidance to staff of Contact Center Agents and Operators in accordance with Bank’s policies and departmental procedures. The Team Lead will monitor the effective use of time and resources while continually reinforce PCB customer service standards.

Essential Functions

 

  1. Performs all duties of a Customer Contact Center Agent including but limited to; answers large volume of customer calls and inquiries concerning products, services, notices, statements, etc. related to associated Bank items including, but not limited to, (inquiries will typically be about checking and savings accounts, time deposits, loans, Visa check cards, internet banking, and wire transfers, etc.).
  2. Offers support and guidance to Customer Contact Center Agents and Operators.
  3. Assists Customer Contact Center Supervisor with assigning and directing work to employees.
  4. Assists Customer Contact Center Supervisor with coordinating training for new agents with Regional Trainers.
  5. Provides Contact Center staff with on-going training to enhance staff’s ability to assist customers and trouble shoot all areas of customer concerns.
  6. Assists Customer Contact Center Supervisor with monitoring agent and operator calls, rating the call performance and providing feedback to agents and operators through coaching sessions.
  7. Provides Customer Contact Center Supervisor with daily reports pertaining to Contact Center staff performance, such as number of calls taken, number of calls ended without resolution, etc.
  8. Must sustain working knowledge of all PCB software, products and services required to effectively answer both agent and customer inquiries.
  9. Will assists Customer Contact Center Supervisor with updating Customer Contact Center manual, which includes best practices as well as step-by-step procedures for job tasks.

Job Requirements

  • High School diploma, general education degree (GED), or equivalent required.
  • 3 years’ experience in customer service required and 1 year experience in call center preferred.
  • Previous team lead experience preferred.
  • Bilingual with ability to read, write and speak English and Spanish preferred.
  • Excellent verbal and written communication skills with demonstrated ability to communicate ideas and information in a clear, concise and organized manner.
  • Customer service focus with a strong orientation for sensitivity and professionalism when handling customer calls, questions, and concerns.
  • Excellent problem solving and organization skills.
  • Ability to work independently and multi-task in a fast-paced and constantly changing environment.
  • Strong computer skills including proficiency with Microsoft Office suite of products (specifically Word, Excel and PowerPoint) and the ability to learn and utilize custom banking systems and applications in a rapidly changing business and technology environment.
  • Must be able to work a flexible schedule to include required evening and weekend hours.

About the Company

At PlainsCapital Bank, we’ve always had a trailblazing spirit. PlainsCapital Bank was founded in 1988 by current Chairman Alan B. White and a group of young bankers who dreamed of bringing relationship banking to their hometown of Lubbock, Texas. With the acquisition of Plains National Bank, a Lubbock financial institution with one branch and $198.8 million, they began growing the bank one relationship at a time.

 

Today, PlainsCapital Bank is one of the largest banks in Texas based on deposit market share. We have a statewide presence with more than 60 locations in all major Texas markets. We are a strong and stable financial institution and a trusted community partner. We take pride in helping our customers blaze trails of their own, whether launching or expanding a business, raising a family, or moving into retirement. Our diverse range of services includes commercial banking, treasury management, private banking, and wealth management, as well as consumer banking.      

 

To learn more, please visit us online at plainscapital.com/about.

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