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Team Lead – Contact Center
Ameriprise Financial Services, LLC. Lead a team of contact center resources and ensure effective service-level adherence through timely and accurate resolution of advisor and client queries .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading contact center teams, ensuring service-level adherence, and resolving complex customer service issues. Proficient in coaching, mentoring, and developing team members while maintaining high-quality service standards.
Highest-signal resume keywords
Team Handling ExperienceCustomer Service ProcessesSIE & Series 6 CertifiedService Recovery TechniquesStrong Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Call MonitoringError CheckingPerformance Gap IdentificationComplex Issue ResolutionCustomer Service Skills
Soft Skills
CoachingMentoringMotivating Team MembersEffective Communication
Certifications & Qualifications
SIE CertifiedSeries 6 Certified
Industry Keywords
Service Call CenterTransaction ProcessingFinancial ServicesInvestment ProductsSecuritiesInsurance Products
About the role
Key responsibilities & impact- Lead a team of contact center resources and ensure effective service-level adherence through timely and accurate resolution of advisor and client queries
- Coach phone agent performance on policies, procedures, system knowledge, and customer service skills
- Handle questions and escalations from inbound calls and facilitate callbacks as needed
- Partner with Human Resources and functional leaders to formulate career progression and employee development plans
- Motivate and guide team members through coaching, mentoring, one-to-one meetings, huddles, and team meetings
- Perform real-time and recorded call monitoring, end-to-end error checking, reporting, and validation
- Share quality results, identify performance gaps, facilitate training, and mentor agents
- Assist with customer service, business-driven process improvement initiatives, and related projects as a subject matter expert
- Participate in business-driven projects and initiatives
- Provide specialized phone service to high-priority advisors, clients, and relationship partners
- Resolve complex issues related to investment, securities, or insurance products and communicate resolution updates
- Proactively initiate customer contact to ensure high-quality customer service
Requirements
What you’ll need- Experience in a service call center or transaction processing
- Strong working knowledge of customer service processes, policies, techniques, and applicable regulations
- Proven ability to research and resolve complex, high-priority service issues in a timely manner
- Strong written and verbal communication skills
- Demonstrated ability to work directly with high-priority internal and external customers
- Experience of team handling
- Product-specific or financial services industry experience preferred
- Prior experience with service recovery techniques and processes preferred
- SIE & Series 6 Certified
- Clear FINRA SIE & Series 6 exams
- Ability to work 8:00p–4:30a India business-unit shift
Benefits
Comp & perks- Hybrid work arrangement: employees work in the office at least three days per week, with flexibility to work from home two days per week
- Inclusive, collaborative culture
- Opportunities to make an impact at the office and in the community
- Reasonable accommodation during the recruitment or interview process for individuals with disabilities