Team Leader
Posted on: 31 Jan 2022
Phoenix, AZ
Job Description
Job Description
What You’ll Do
Provide high-quality and efficient customer service through daily management of a team.
Hire, motivate, recognize, reward, coach, counsel and train direct reports.
Responsible for overall team development, performance, and customer experience while adhering to regulatory requirement.
How You’ll Do It
Recommends improvements to processes and procedures to improve overall performance, results, and customer experience. Supports and drives change initiatives.
Manages a team with responsibility for hire/fire decisions, performance appraisals, and pay decisions.
Performs general administrative tasks, including timekeeping, Workday transactions, access requests, etc.
Manages team performance to achieve or exceed established goals. Proactively monitors daily activities of direct reports. Implements and executes established business strategies. Manages workflow through the delegation and reassignment of work activities. Develops contests and awards that increase employee loyalty and focus.
Provides guidance to employees on how to handle challenging issues. Utilizes discretionary authority to approve exceptions to procedures to resolve escalated issues. Monitors feedback on a regular basis and escalates issues as appropriate. Maintains emotional consistency during times of ambiguity.
Documents coaching, counseling, and corrective action of direct reports. Ensures that activities of the team are in compliance with company policies and procedures, and applicable local, state, and federal laws.
Qualifications You’ll Need
The Basics
High school diploma or GED
2+ years of experience in Collections, Customer Service, General Call Center
Bonus Points If You Have
4+ of experience in Collections, Customer Service, General Call Center
In lieu of education, 2+ years of experience in Leading/Managing employees
Discover
Riverwoods, IL
Discover Financial Services, through its subsidiaries, operates as a direct banking and payment services company in the United States. The Direct Banking segment offers Discover-branded credit cards to individuals; and other consumer products and services, including private student loans, personal loans, home equity loans, and other consumer lending, as well as deposit products, such as certificates of deposit, money market accounts, savings accounts, checking accounts, and individual retirement arrangement certificates of deposit.
The Payment Services segment operates the PULSE network, an automated teller machine, debit, and electronic funds transfer network; Diners Club International, a payments network that issues Diners Club branded charge cards and provides card acceptance services; and Discover Network that processes transactions for Discover-branded credit and debit cards, as well as provides payment transaction processing and settlement services. The company was incorporated in 1986 and is based in Riverwoods, Illinois.
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IndustryBanking/Financial Services
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No. of Employees16,600+
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Website
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Jobs Posted458
