Job Description
DHL Processing Team Leader
locations
Home – US – AZ
West Valley City, UT
Home – US – UT
Home – US – OH
Home – US – DE
Phoenix, AZ
New Albany, OH
time type
Full time
job requisition id
R26018
Discover. A brighter future.
With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world’s leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.
Come build your future, while being the reason millions of people find a brighter financial future with Discover.
Job Description
What You’ll Do
- Provide high-quality and efficient customer service through daily management of a team.
- Hire, motivate, recognize, reward, coach, counsel and train direct reports.
- Responsible for overall team development, performance, and customer experience while adhering to regulatory requirement.
How You’ll Do It
- Recommends improvements to processes and procedures to improve overall performance, results, and customer experience. Supports and drives change initiatives.
- Manages a team with responsibility for hire/fire decisions, performance appraisals, and pay decisions.
- Performs general administrative tasks, including timekeeping, Workday transactions, access requests, etc.
- Manages team performance to achieve or exceed established goals. Proactively monitors daily activities of direct reports. Implements and executes established business strategies. Manages workflow through the delegation and reassignment of work activities. Develops contests and awards that increase employee loyalty and focus.
- Provides guidance to employees on how to handle challenging issues. Utilizes discretionary authority to approve exceptions to procedures to resolve escalated issues. Monitors feedback on a regular basis and escalates issues as appropriate. Maintains emotional consistency during times of ambiguity.
- Documents coaching, counseling, and corrective action of direct reports. Ensures that activities of the team are in compliance with company policies and procedures, and applicable local, state, and federal laws.
Qualifications You’ll Need
The Basics
- High school diploma or GED
- 2+ years of experience in Collections, Customer Service, General Call Center
Bonus Points If You Have
- 4+ of experience in Collections, Customer Service, General Call Center
- In lieu of education, 2+ years of experience in Leading/Managing employees
- Coach + Program graduate