Company Overview About TD Bank, America’s Most Convenient Bank®
TD Bank, America’s Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth®, and vehicle financing and dealer commercial services through TD Auto Finance. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit www.tdbank.com. Find TD Bank on Facebook at www.facebook.com/TDBank and on Twitter at www.twitter.com/TDBank_US.
TD Bank, America’s Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol “TD”. To learn more, visit www.td.com.
Department Overview The Intraday Specialist is responsible for real-time queue management, and balancing performance across all queues. The Intraday Specialist provides operational support including, but not limited to intraday reporting and communication regarding performance impacts or system issues.
Job Description Real Time Adherence/Intraday management based on business operational productivity metrics.
•Partners with supervisors/managers to provide real time operation Management of Call Center agents.
•Arranges for adequate staffing in support of actual call volumes and available staff to ensure timely service to Customers.
•Partners with workforce team to fill schedule requirements and schedule call center staff according to forecasted needs.
•Answers Employee call out line and makes updates to provide coverage as needed.
•Monitors and documents all technology events and communicates findings to Call Center Employees.
•Ensures proper skill set assignments based on agent skill level.
•Identifies and reports adherence concerns and provides feedback to area supervisors.
•Provides comprehensive, real-time traffic information to Call Center staff.
•Schedules and participates in training activities in support of ongoing development and continuous improvement.
•Monitors real-time agent productivity including adherence, not ready and average handle time.
•Handles system issues by contacting and acting as a liaison between leadership and IT.
•Assists in managing Call Center performance by decision making for off phone activities, as well as pulling additional resources into the queue (“All Hands on Deck”) when necessary.
•Tracks and trends department statistics including but not limited to overtime, schedule adherence, and absenteeism.
•Helps to ensure balanced service levels across multiple queues.
•Participates in special projects and performs additional duties as assigned.
•Interacts with all levels of leadership and provides Real Time information/updates.
•Maintains strong knowledge of all Workforce Related Systems (IEX. Cisco, etc.).
•Executes on BRP plan where business approval has been provided.
Requirements Must be eligible for employment under regulatory standards applicable to the position.
High School Diploma or equivalent experience
•1-4 Years of related experience
•Strong verbal/written communication and organizational skills.
•Proven multi-tasking skills and ability to manage competing priorities.
•Experience with windows applications and ability to view and interpret multiple system screens concurrently.
•Proven ability to be detail oriented and accurate.
•Demonstrated ability to quickly recognize and diagnose trends and patterns in data and feel comfortable communicating nonconformance to management.
•Must be available to work flexible hours determined by the needs of the department including possible weekends and nights.
•Experience with real-time Call Center management including agent adherence and real-time reporting systems required.
•Proven understanding of Call Center metrics.
•Must have strong analytical ability.
•Must possess advanced Word, Excel, and Power Point knowledge.
•Knowledge of workforce management systems.
•Proven leadership ability.
Hours 7a-10p Su-Sa
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach her/his potential.
If you are a candidate with a disability and need an accommodation to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com . Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.
EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.
Location/Region: Auburn, ME (US)