OUR IMPACT
Marcus by Goldman Sachs
The firm’s direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering, and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity.
Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service leaders will play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.
YOUR IMPACT
We’re looking for an experienced contact centre team manager who has a passion for delivering exceptional customer service to join our growing customer support team. If you are highly skilled at motivating and developing front line customer support agents, we’d love to hear from you!
What you’ll do:
- Lead, motivate & develop a team 12-15 customer support agents.
- Ensure team performance expectations are being met by coaching and enabling direct reports to be successful in role.
- Use data to understand agent level performance, identify trends and action plans to support improvements.
- Identify opportunities to improve customer journeys, actively encouraging your team to do the same.
- Provide inbound support and handle customer escalations when needed.
- Embed advocacy for the consistent delivery of exceptional customer service across your team with intense focus on customer satisfaction/advocacy and professional customer support balanced with consistent achievement of standard business objectives
- Take ownership of customer enquiries and responds to escalated customer issues in accordance with agreed procedures
- Provide hands on assistance to team members while serving as an escalation point for the operation’s customer issues and complaints
- Collaborate & support peers to ensure consistency in leadership across all front-line teams.
- Work with broader business partners to ensure resource requirements are met, schedules are adhered to, and changes are well managed into the area.
- Develop a deep understanding of day-to-day expectations of own role and that of direct reports.
- Ensures agent and team controls are managed daily, weekly, and monthly whilst pro-actively logging and escalating any new issues or risks.
- Take shared responsibility with the other team managers for real time operational performance, ensuring that service level targets are achieved as set by the business
REQUIREMENTS
- Previous experience of managing a contact centre team, preferably in Financial Services/Retail Banking or other customer facing regulated environment.
- Demonstrable experience in coaching teams to achieve expected KPI’s using recognised coaching models to achieve this.
- Ability to create a positive team working environment that supports the retention & development of great customer service agents.
- Strong understanding of contact centre metrics and proven track record of achieving these.
- Ability to manage your own workload whilst balancing the needs of the customers and your team.
- Excellent analytical & problem-solving skills. Ability to think creatively and change approaches to deliver better outcomes.
- Ability to stay calm and focused whilst delivering on multiple priorities.
