What are the responsibilities and job description for the Team Manager position at Barclays?
Customer Care Team Manager
Henderson, NV
As a Barclays Customer Care Team Manager, you must ensure that every customer is treated with respect and that all of their credit card questions are answered in a timely and professional manner. As a manager of Customer Care agents and Care Facilitators, you will be meeting with team members daily to establish performance goals and ensuring that all colleagues are well coached, and are providing the best customer service for our partners.
Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We've helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity.
What will you be doing?
• Managing a team of 15-20 agents
• Owning escalated calls and ensuring a successful resolution
• Covering payroll reviews and preventive audit risks/call listening reviews
• Enforcing the policies and procedures of the bank
• Motivating and engaging colleagues
• Interviewing potential new colleagues
What we’re looking for:
• High School Diploma
• Proven experience in customer service with an excellent performance and attendance record.
• Proven experience in a fast paced call center environment
Skills that will help you in the role:
• Excellent oral communications skills (grammar, positive tone, active listening, etiquette, empathy, confidence) and written skills (spelling, logical thought processes and sentence construction, appropriate word choice)
• Extremely customer-focused; positive, professional attitude
• Intelligent, self-motivated, quick learner
• Pays strict attention to detail, understands importance of accuracy and responsiveness
• Strong PC and internet skills
Where will you be working?
At Barclays, we are proud to be redefining the future of finance - Here in Henderson, we are defining the future of the workplace and the future of the way we work and live. We are creating a unique community, one of four strategic tech-enabled hubs that will redefine opportunity for everyone who works here. Whatever you do at Barclays, you’ll have every chance to build a world-class career in this world-class environment.