About the Role
This position is primarily responsible for leading a team of HR CSR’s that will focus answering incoming telephone calls from Wells Fargo team members in a call center environment.
The calls are related to questions or problems team members may have related to Wells Fargo benefit plans, payroll, policies, programs and on-line tools associated with human resources.
This team uses traditional and online human resource systems to document transactional work and educate team members on human resource related topics.
Lead the team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities, which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
Supervise teams comprising analysts.
Support in process expansion, staffing, and new hire training.
Take a lead role in developing and implementing best practices.
Increase effectiveness of staff and tools by recognizing opportunities for development and proactively creating new systems and structures.
Develop metrics to measure growth and performance of the department.
Interface with India and US based managers on production, quality and security guidelines.
Conduct performance reviews for assigned Analysts. Assist the Manager- Operations in smooth transitioning of work to WFIS.
Resolve escalated problems, communicating information orally or in writing to customers, other departments and / or senior management.
Market Skills and Certifications
Essential Qualifications :
Candidate must be a Graduate of any course in College
Candidate must have at least 3 years of relevant experience in contact center operations (BPO or in-house)
Candidate must have at least 1+ year supervisory and people management experience in a contact center environment
Candidate must have excellent communication and customer service skills, excellent leadership skill and motivation to drive a high performing team
Candidate must be amenable to work on a rotating shift including night shift
Must be willing to work in McKinley Hill, Taguig BGC
Leadership Expectations at Wells Fargo
As a Team Member manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will :
Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.