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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

The Care Center Director leads multiple Care Center locations and/or teams. Responsible for the development and implementation of the client care strategies to be deployed and measured against across the Care Centers. Provide strategic leadership and direction to Care Center Managers leveraging the defined Truist leadership model.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time.  
1.    Ensure that Care Center departments and teams meet service, quality, performance and financial objectives. 
2.    Monitor, analyze and report team trends and results; develop analytical insights and continuous improvement opportunities designed to achieve performance objectives.
3.    Lead and instill Truist Purpose, Mission, and Values throughout the Care Centers and demonstrate client experience principles in interactions with internal and external clients as well as third parties.
4.    Hire and develop Care Team Managers to lead assigned teams, drive teammate engagement and manage frontline teammates to achieve optimized performance.
5.    Lead the Service to Solutions efforts required to deliver on our purpose and deepen client relationships.
6.    Partner with Digital, Omni and LOB leaders to provide input on initiatives, resolve issues and execute business objectives.
7.    Follow established risk management practices to meet compliance and audit requirements. 
8.    Plan and effectively manage the profit plan in accordance with established guidelines; administer compliance to meet budgetary goals and negotiate changes, as required.
9.    Direct and lead the evolution and development of Care Center teammates. Make recommendations for teammates regarding employment, career and professional development, performance evaluations, salary changes, promotions, transfers and terminations within established polices and guidelines.  Champion a focus on diversity and inclusion.
10.    Ensure teams follow accepted business practices regarding referral incentives.

QUALIFICATIONS

Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.    Bachelor’s degree in Business or a relevant field, or equivalent education and related training or experience
2.    Ten years of experience in contact centers and/or financial services or related fields, with progressive responsibility and supervisory/management experience
3.    Effective understanding of operations center technology to include comprehensive phone channel management systems, workforce management systems, predictive analytics tools, IVRs, automated call distributed (ACD), ACD reporting and contact routing strategies
4.    Strong strategy, leadership, and problem-solving skills, with the ability to define problems, collect data, develop appropriate reporting mechanisms, establish facts and draw valid conclusions;
5.    Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines and work well under pressure
6.    Excellent written and verbal communication skills with the ability to effectively present, communicate, interact and influence all levels of organization, including Executive Leadership
7.    Ability to lead, coach and develop staff, including the ability to exercise initiative and judgment, as well as make decisions within the scope of assigned authority
8.    Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
9.    Ability to travel

Preferred Qualifications:
1.    Supervisory/management experience in a Contact Center environment

2. International Travel required

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.

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