Unit Manager Customer Service and Sales

See Job Description Make the Right Move and join a winning team! Build your career with us. HSBC - North America is a part of HSBC Group, one of the largest banking and financial service organizations in the world. Our domestic strength and extensive global network provides our employees with the best of both worlds - the friendliness of a local organization and the resources of a worldwide network - for diverse experiences and challenging career opportunities. -a KEY RESPONSIBILITIES: -.-a Responsible for managing a team of Customer Care Sales Representatives in an inbound call center environment. Management includes monitoring, coaching, and training of this team. Drives and motivates team to achieve quantitative monthly goals while maintaining audit and quality guidelines. -.-a Responsible for contributing to the overall sales goals of the department by achieving the Customer Care sales goals for their individual team as defined by their department manager. -.-a Provide leadership among peers and associate staff. -.-a Act as a project leader in various delegated or self-initiated assignments. -.-a Handle irate or escalated customer inquiries and acts as an owner by making appropriate judgment calls regarding account resolution. Provide necessary follow up with customers. -.-a Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices. -.-a Initiates and promotes a high-energy environment for Sales and Customer Service by demonstrating enthusiasm and support for business goals. Focuses team on bottom line results and production goals through goal awareness, incentive management, training and coaching. Promote and utilize ACE skills with each and every contact. -.-a Responsible for monitoring the quality of work and providing the necessary development to associates in order to achieve quality, productivity and sales goals. Manage agent utilization, maximizing staffing to achieve optimal service levels. Innovative in developing, recommending, and implementing new processes and projects. Takes initiative to offer recommendations and uses effective decision-making skills to gain trust and promote teambuilding within the department. -.-a Prepares formal performance evaluations monthly, biannually and annually for associates, ensuring accurate statistics, ratings, summaries and performance improvement actions plans are established and implemented. Meets regularly with staff to ensure career development action plans are reviewed and implemented. Initiates action and recommends associates for merit increases promotions and other personnel changes. Work directly with Human Resources Generalist to handle disciplinary action and complaint resolution. -.-a Facilitate team meetings communicating clearly and professionally departmental policies, procedures, sales strategy and any topics that need to be reviewed to ensure performance improvement and adherence to business guidelines. -.-a Develops team to recognize and react to loss mitigation opportunities as applies to the call center site. Ensure utilization of collection tools to effectively set promises and make payments on past due accounts and over the credit limit accounts. -.-a Identifies, informs, and recommends solutions to management on anticipated problem areas and trends. Provide recommendations to management to improve quality, productivity, morale, sales, and communication within their team to ultimately improve the level of service provided to our customers. -.-a Responsible for personal and team time management ensuring routine management tasks are performed within established and/or requested timeframes. Manage completion of assigned tasks and projects to conclude prior to or on the due date. -.-a Demonstrates professionalism and ensure adherence to Human/Labor Relations guidelines are met at all times. Promotes a positive, safe work environment for all employees and reports any concerns to direct manager or Human Resources as soon as identified. -.-a Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues. Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators. -.-a Promote an environment that supports diversity and reflects the HSBC brand. -.-a Complete other responsibilities, as assigned. -a BASIC QUALIFICATIONS -.-a High school graduate or equivalent experience  -.-a Minimum four years experience in high volume call center operation of which a minimum of one year experience as a supervisor or team lead was served  -.-a Previous sales supervisory experience preferred  -.-a Industry specific experience preferred  -.-a Strong communication, motivational, analytical, project management and decision making skills  -.-a Sound knowledge of products supported and internal systems and external regulations influencing their delivery  -.-a Knowledge of personal computers as well as pertinent mainframe software

Please refer to job code hsbc-84012 when responding to this ad.

Category:	Healthcare/Social Services
	> Nurse Management (DON, ADON)
Location:	New Castle, DE
County:	New Castle County
ZIP Code:	19720
Pay Rate:	Open
Job Terms:	full time
Company:	HSBC
Phone:	email only please
Fax:	email only please