Contact Center Team Lead

Job Title: Contact Center Team Lead

Summary of Duties and Responsibilities:

As a Contact Center Team Lead, you will work in concert with the Contact Center Manager, providing leadership and direction within the Contact Center. The primary responsibilities include handling calls alongside other contact center agents, as well as hiring, coaching, training, monitoring and assessing workload, prioritizing work among team members, and maintaining or exceeding service level agreements. In this role, you'll work with internal and external customers on issues that impact our business.

What You'll Do:

• The Daily Grind – Your focus will be on leveraging your expertise in the operations, processes, and procedures of the department. You will achieve results by managing the day-to-day activities of your team and adjusting plans where necessary to achieve compliance standards and service level agreements. You will also hold yourself and team accountable to performance by hosting and maintaining team huddles, monitoring and measuring team goals, and delivering projects per plans. Leveraging your leadership skills, you'll be responsible for coaching, motivating, implementing reward and recognition programs, providing timely feedback, and being a hands-on partner in training and ongoing development, including working with agents through complex customer issues. Additional routine parts of this role include approving time cards, managing staffing levels, partnering with the Contact Center Manager on performance reviews, performance management, and salary actions.
• You're Part of a Team – You are a member of the Contact Center team which includes supporting our retail team members. This role offers an amazing chance to lead and inspire a team of agents to deliver an excellent customer experience. You will also partner with the Contact Center Manager and other Contact Center Team Leads to identify areas of opportunities for efficiencies and enhancing the culture. This role offers amazing insight into the world of leadership, building relationships, and developing others.

What it Takes:

• Ability to travel for meetings and training, as needed
• 2 years of experience with a contact center or similar environment.
• Knowledge of: Bank products, services, fees, systems, and various processes, policies and procedures.
• Skills in: communicating effectively (written and verbally), maintaining confidentiality, building relationships, motivating and coaching others, making decisions, thinking critically, solving complex problems and deescalating situations with team members or customers.
• Ability to: achieve goals, accept and implement corporate strategies, be logical, manage time, use available resources and partnerships to solve problems, work with speed and accuracy, grasp technical information quickly, and work independently and as a team member.
• Proficiency in Microsoft Word and Excel

Bonus Points:

• Previous supervisory or management experience in a professional setting
• Bilingual/Multilingual

What we can offer you:

• Medical, dental, vision, STD, LTD, Life insurance, etc.
• 17 days paid time off, 11 paid holidays and bereavement leave
• Education assistance program
• Paid parental bonding leave
• Wellness benefits
• Life event coverage
• Service awards
• Financial benefits including 401(k) match, stock purchase plan and more

This position will be located at:

430 North Hamilton Road

Whitehall, Ohio, 43213

United States

About Us:

Heartland Bank, a division of German American Bank, and its family of financial services companies employ talented, compassionate people throughout the organization, truly making our Company special. Delivering genuine, customized, personal service with a focus on truly serving customers and communities well, our employees bring the Shield of Excellence commitment to life with each and every interaction.

Salary : $60,000 - $100,000