Team Leader

Location: New Albany, OH UNITED STATESFunctional Area: Customer ServiceMin Pay Rate: $0Max Pay Rate: $0Pay Type: YearResource Type: Full TimeJob Description: Discover Financial Services is a pre-eminent global financial services firm. Our New Albany, OH facility consists of over 2000 employees. We offer our employees first class amenities, including Mall style café with deli bar, grille, salad bar, buffet line, and entrée service. Our new state of the art facility offers each employee the ability to take a break, and utilize our full scale fitness center, equipped with locker rooms, free weights, cardio machines, aerobic classes, sand volleyball court, basketball court and much more. Manages the day-to-day activities for a specific team in the Operations Center in one of several departments (e.g., Cardmember Services and Banking, Collections, Security and New Accounts) to drive business results and ensure productivity goals are exceeded. Develops, coaches, trains and evaluates employees; may be responsible for staffing and scheduling. Also responsbile for supporting Company, Department and Center goals and initaitives through implementation of directives, policies, procedures, quality standards, and process improvements.SKILLSRequired: Communication Skills – Communicates effectively, openly, honestly, and consistently with others, and is able to deliver difficult feedback directly and appropriately; actively listens to and acknowledges what others are saying; responds to statements and comments of others in a way that reflects understandingInterpersonal skills – Considers the needs of others before/when taking action; interacts with others in a positive and respectful manner; takes an active interest in other people and teams; is approachable and easy to interact withBuilding Relationships – Builds trust and rapport with others; develops and maintains collaborative relationships with customers and others to meet mutual goals and objectivesCoaching and Mentoring Skills – Transfers and imparts knowledge and expertise; provides feedback successfully to improve and/or reinforce the performance of others; leads by exampleAccountability – Takes personal responsibility for the outcomes of own work and the work of others, as well as for one’s actions and decisions; holds others accountable for results; follows through on commitments to others; sees things through to completionFlexibility and Adaptability – Works effectively in changing or ambiguous circumstances; achieves desired results in the midst of changes in responsibilities, work processes, timeframes, performance expectations or changes within the Department/Center; facilitates the implementation and acceptance of change by others within the workplace Multi-tasking / Prioritization – Balances competing demands for one’s time and simultaneously manages multiple projects, tasks, and activities; allocates time across various responsibilities and prioritizes issues quickly to respond to critical priorities in an organized and planned mannerAchievement / Results Oriented – Understands what results are important and is driven to achieve results; focuses time, effort, and resources to achieve resultsAnalytical Thinking – Analyzes information, identifies key issues and relationships, and draws logical conclusions; identifies the root causes of problems and develops solutions Customer Service Orientation – Meets or exceeds internal and external customer expectations, demonstrating service orientation and dedication to ones’ customers; proactively identifies opportunities and takes action that benefits both the customer and the CompanyDesired: Minimum of 2 years relevant work experience is required. Past experience in a related field, operations center or call center environment, or previous experience in a customer-facing role within a professional services company, is preferred. 1-2 years experience leading teams, people and/or processes is required. High school diploma or equivalent required. 2-year or 4-year college degree in a business related field is preferred. Knowledge and execution of business process. Ability to present information, analyses, ideas, and opinions in writing in a clear and convincing manner, and ability to organize written ideas clearly. Ability to learn/acquire new concepts, processes, and technology. Knowledge of company policies and/or applicable local, state, and federal regulations and laws governing business processes. Skill working with personal computers and software applications (e.g., Microsoft Office suite, word-processing, spreadsheets, databases, etc.) Click here to apply: