Bank of America Customer Service and Sales Team Manager - 2nd Shift in Kennesaw, Georgia

Job Description:

Manages a team of 10-20 service & sales associates that may provide sales and service fulfillment and administrative support. Manages escalated calls, researches and resolves complex client issues, analyzes data, identifies trends, sets priorities and provides feedback and recommendations to site leadership. Implements procedures to meet production deadlines, successfully executes service level agreements and manages relationships with business partners. Ensures quality standards are met or exceeded. Communicates process and procedural changes. Responsible for performance reviews to assess strengths and development needs providing feedback and opportunities for growth. Coaches, trains and develops associates and may lead other center quality initiatives. Position may assist in assisting with escalated issues when overflow call volume requires additional phone coverage. Accountable for the successful resolution of all client requests and for overall client satisfaction within the region. Typically has 2 to 3 years of customer service leadership experience.

Strong independent leadership/management skills

Must be able to work in a fast pace environment

Proficient in Word, Excel, PowerPoint

Strong communication and organization skills

Attention to detail

Project Management skills

Desired skills

Contact Center Management

Sales Management

Posting Date : 12/21/2016

Location : US-GA-Kennesaw

Travel : No

Full / Part-time : Full time

Hours Per Week : 40

Shift : 2nd shift

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