Phone Bank Manager 1

Wells Fargo - Roanoke, VA3.7

Job Description
At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Its guiding principles are to start with the customer, move faster, and partner effectively.

Wells Fargo Virtual Channels (WFVC) is part of the Payments, Virtual Solutions and Innovation (PVSI) business division. WFVC serves consumer and small business customers through digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts, enable digital payments, provide solutions that meet their financial needs, and more. WFVC serves over 27 million customers through our digital channels and support over 5.8 billion customer interactions annually through digital and contact centers

The Phone Bank Manager is responsible for leadership of Contact Center Team Managers who oversees teams that receive Consumer Service calls with the objective of providing best in class service.

This position will be part of the Consumer Services group who provides service for Consumer Service products and services.

Primary responsibilities for this role will include but are not limited to:

Empower Contact Center Team Managers to provide effective development plans to maintain best in class service
Fosters a supportive and collaborative environment to ensure team member engagement
Monitor and analyze key performance indicators and customer experience metrics to ensure optimal service levels
Proactively identify challenges and provide solutions to maintain a positive customer experience
Effectively partner and consult with related functional areas for operational efficiency
Ensure compliance with government regulations and company policies
Special projects as assigned
Schedule: Monday – Friday 9am – 6pm. This role requires the flexibility to work additional hours to support business needs.

As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:

Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them
Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks

Important Notes:
During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. If you are a Wells Fargo Team Member, in your Jobs Profile ensure that your email address is valid and updated to an address that can receive external emails outside of the banking network and is a different email address than the one you originally used when you joined Wells Fargo. Initial contact with you will be made via e-mail. Please check your e-mail regularly for updates.

Depending on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo Bank.

Required Qualifications

5+ years of management experience in a customer service environment
5+ years of management experience in an environment offering products and services to meet customers needs

Desired Qualifications

Ability to be proactive, innovative and creative in meeting customer and enterprise needs
Ability to develop partnerships and collaborate with other business and functional areas
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Ability to interact with integrity and a high level of professionalism with all levels of team members and management
Ability to think strategically, implement, and deliver business objectives
Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
Experience maintaining employee performance improvement using constructive coaching
Ability to lead during times of ambiguity and change
Ability to work independently, proactively, innovatively, and creatively while exercising sound judgment
Effective organizational, multi tasking, and prioritizing skills
Excellent verbal, written, and interpersonal communication skills
Intermediate Microsoft Office skills
Solid problem solving skills
Management experience as a leader, facilitator, and developer of high performing team members
Ability to meet or exceed performance objectives, while fostering a team atmosphere

Street Address
VA-Roanoke: 7711 Plantation Rd - Roanoke, VA


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.