Client Services Senior Team Leader

WM Online Servicing Senior Team Leader

The WM Online Servicing team provides front line support for clients over the phone with their online needs. The team assists clients with their use of Northern Trust's Passport applications, primarily addressing sign on issues, basic navigational assistance, bill payment inquiries and more complex technical support. The team provides client assistance from 7:00am - 9:00pm central on weekdays and 7:00am - 3:30pm on weekends.

WM Online Servicing Senior Team Leader Schedule:

Monday through Friday 8:30 AM till 5:00 PM CT / 9:00 AM till 5:30 PM CT

Primary Responsibilities:

• Provide management support to assigned staff members and broader team as needed
• Manage daily operations for the broader team to meet client servicing goals
• Provide support as a subject matter expert for daily questions from the staff, using team documentation as resources
• Complete the appropriate number of monthly call audits in accordance with the team's established guidelines & deliver timely feedback to team members to improve their performance
• Conduct monthly 1-1 meetings with assigned staff members focusing on productivity, performance and self-development
• Complete all performance management tasks associated with the annual review process of assigned staff members
• Answer incoming calls from clients when needed to assist the team during periods of high call volume or staff shortages or escalated calls to help with unresolved client issues
• Create alerts or other team communications in a clear, professional & well executed manner.
• Empower staff through delegation, engagement, idea solicitation and development opportunities
• Recognize high performance and reward accomplishments
• Actively participate in Team Leader collaboration projects such as staffing/recruiting efforts and integrating with other Northern Trust departments
• Provide back up support for fellow Team Leaders who are absent and proactively coordinate clear back up plans for own items when planning to be out of the office
• Volunteer and participate in work streams and associated tasks to optimize the client servicing experience
• Create an inspiring team environment with a culture of open communication, continuous improvement and feedback

The successful candidate will benefit from having:

• 2-3 years of call center experience
• Strong interpersonal, verbal and written communication skills
• Strong organizational & time management skills to consistently complete deliverables on schedule
• Strong sense of teamwork and willingness to assist with initiatives outside of formal role expectations
• Ability to multi-task and prioritize competing deliverables effectively to handle the needs of the staff and the team at large
• Ability to think creatively to develop new processes and strategies to improve the client and partner experience
• Patience & persistence to navigate through challenging client situations and manage staff members to achieve their maximum performance
• Leadership qualities that inspire team members to successfully collaborate on team initiatives.