Team Lead, Treasury Support Center / Contact Center (Hybrid)
Full Time
St. Louis, MO
Posted
Job description
Company
Federal Reserve Bank of St. Louis
Overview
We are looking for a Team Lead for our Treasury Support Center (TSC) to ensure new employees successfully complete the onboarding program and the TSC Service Training in Excellence Program (STEP), provide management with ad hoc trend analysis or research projects and ideas for departmental improvements. Reporting to a Manager, you also will lead topics at operations and departmental meetings and serve as back-up to second level help.
Responsibilities
- Monitor operations and incoming volume flow by application and platform to provide direction to team members as necessary to ensure enterprise metrics are met and proper procedures are followed
- Provide intraday management of agent schedules, directing adjustments and approving requests in accordance with volume trends and department key performance indicators
- Support the coaching efforts of the TSC Assistant Management team by providing ongoing guidance to staff, ensuring accuracy on procedural approach as well as resolve to incoming application user inquiries
- Identify trends and apply observations to influence training, coaching, efficiencies, and detail for business line, TRSO, and TSC leadership reporting
- Contribute as a team member with the operation of handling user calls, emails, and enrollments
- Participate in business line meetings to maintain awareness of items potentially affecting TSC volumes and communicate updates to the department
Qualifications
- Bachelor's degree or commensurate experience
- 3 years relevant experience
- Can collaborate with others to reach a common goal
- Can interact with all levels of internal staff and external customers
- Can strategically direct work to achieve program goals and objectives
- Have an appreciation for timely, accurate and well documented results
- US Citizen or lawful permanent resident with three or more years of US residency
- All Federal Reserve Bank of St. Louis employees must be fully vaccinated against COVID-19, including receiving a COVID-19 booster when eligible, unless the Bank grants an accommodation based on a medical condition or sincerely held religious belief.
Total Rewards
Bring your passion and expertise, and we'll provide the opportunities that will challenge you and propel your growth—along with a wide range of benefits and perks that support your health, wealth, and life.
Salary: 74,500 – 93,000
In addition to competitive compensation, we offer a comprehensive benefits package that includes tuition assistance, generous paid time off, top-notch health care benefits, child and family care leave, professional development opportunities, a 401(k) match, pension, and more. All brought together in a flexible work environment where you can truly find balance.
Ranked as the #2 Top Workplace in the St. Louis Region in 2020, the Federal Reserve Bank of St Louis is committed to building an inclusive workplace, where employees' diversity—in age, gender, race and ethnicity, sexual orientation, gender identity or expression, disability, and cultural traditions, religion, life experiences, education and socioeconomic backgrounds—are recognized as a strength. Learn more about the Bank and its culture; check out our Careers Site.
The Federal Reserve Bank of St Louis is an Equal Opportunity Employer.
Full Time / Part Time
Full time
Regular / Temporary
Regular
Job Exempt (Yes / No)
Yes
Job Category
Analytical, Other
Work Shift
First (United States of America)
The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.
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