2021 Early Talent Analyst Program - Contact Center

The US Contact Center Team Manager Trainee completes a dynamic 10-month rotational training program within the US Contact Center, including Day to Day Banking, Financial Services Group, Second Level Support, and other lines of business within the USCC as time allows.

This development program focuses primarily on blended learning through hands on experience, e-learning, workshops and practical application to provide an opportunity for growth, upward mobility, and an understanding of strategic business issues.

At the end of the program, the successful individual will be placed in a Team Manager or similar entry level management role.

The Team Manager Trainee Program provides diverse experiences to a new generation of leaders by rotating through a number of functions within the USCC business.

The program is designed to help the Trainee prepare for a full-time Team Manager position and provides the successful candidate with the opportunity to:

Learn the competencies, capabilities, and technical knowledge of the Contact Center through on the job training, classroom training, virtual, and/or other avenues of learning as needed

With the guidance of a tenured leader, will assume leadership of a team including coaching, career development conversations, and general team management

Will complete integrated coaching with Banking Specialists which can include (but is not limited to): side by sides, live listening, and call calibrations

Will identify business process improvements and capture ideas on iD8 and with leadership as necessary.

Learn the people manager role; develop coaching skills and help the team to excel in performance; conduct effective Performance Development Conversations

Use strong communication, listening, problem solving skills to identify and make recommendations for business/process improvements while working with various business partners across the Bank

Develop as a subject matter expert and leader in one of the USCC pillars through job shadowing, classroom training, and on the job learning activities with teams across the US Contact Center

Work independently with minimal supervision, establish priorities, and use strong communication, analytical and problem-solving skills to add value to each initiative, project, or team as assigned

Participate as part of a team with targeted deliverables, working on initiatives designed to improve processes to better support the Customer and Colleague experience

Build organizational awareness through project work with USCC business partners that will positively impact the colleague and/or customer experience.

Build and maintain positive working relationships by effectively communicating and sharing knowledge with teams, peers in the program, and TD business partners

Hold weekly team huddles to reference Scorecard and Metrics that Matter

Review daily productivity report and cascade information to team(s)

Create daily communication based on wins and opportunities uncovered from pulling team(s) scorecard and productivity

Provide daily reward and recognition

Complete side by sides (integrated coaching) with colleagues to communicate feedback on customer experience

Review compliance results daily

Deliver actionable, balanced feedback that focuses on observable behaviors

Review Compliance results and evaluations to provide coaching for areas of opportunity to mitigate risk to the bank

Preferred Qualifications

• Currently in senior in college - Pursuing a Bachelor's degree in Business, Finance, or Accounting

• 3.2 cumulative GPA or higher

• Excellent written and verbal communications skills

• Demonstrated leadership ability

• Problem solving and analytical skills

• Ability to think independently and work collaboratively

• Must have US Citizenship or Permanent Residency status