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Work From Home Virtual Contact Center Team Leader – Baltimore, MD in Baltimore, MD in JPMorgan Chase ID-5376

Job description: Job Description:

Full time work from home opportunity to lead and manage a dynamic highly motivated team of up to 18 specialists with all your technology equipment provided by Chase. The Team Lead will demonstrate a strong understanding of client success management and balance their focus on driving business results while offering options and finding solutions to motivate and support their team while helping our customers.

Job responsibilities:

  • Able to oversee a work from home team navigating multiple technologies to support a Call Center environment – Are very comfortable with leading and managing in a metrics-driven environment
  • Demonstrate resiliency and extreme adaptability in a fast-paced environment
  • Coach teams on how to approach problems logically and with good judgment to ensure the appropriate customer outcome – Empower teams to take ownership of each customer interaction while treating customers with respect and responding with empathy
  • Resolve customer escalations and document account activities thoroughly and concisely
  • Lead by example through demonstrating personal excellence including punctuality, integrity, and accountability
  • Approach and resolve problems logically and with good judgment to ensure the appropriate customer outcome is taken by the specialist – Encourage teams to think critically and exercise independent judgement
  • Make final decisions on behalf of our customers quickly and effectively when required – Enforce and abide by all applicable regulatory and department practices and procedures

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Required qualifications, capabilities, and skills:

  • Home Location resides within approximately 15 miles radius of the Mondawmin Community Center, 2415 Liberty Heights Ave, Baltimore, MD, 21215
  • Safe and noise free work environment in your residence
  • High School diploma/GED required
  • Must be willing to work in an environment that requires 100% phone-based customer interaction
  • Minimum of 2 years customer interaction or customer support experience, either by phone or face-to-face
  • 1+ years working in a call center position; certification and or training
  • Proficiency with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment

Preferred qualifications, capabilities, and skills:

  • 2+ years of management experience; demonstrated ability to develop, manage, coach, and motivate teams preferred

Work Schedule:

Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings, weekends, and holidays.

This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.

About Us:

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

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