Team Coach

Team Coach
Henderson, NV

As a Barclays Team Coach, this is an exciting opportunity where you are accountable for colleague engagement and development. You will bring out the best in your team through empathetic people management and coaching that supports a high-performance culture of collaboration, inclusion, continuous improvement and professional development. You will have a customer obsessed mind-set, consistently looking for ways to deliver and improve the customer experience and inspire, support, and empower your team to deliver excellence. 

Salary / Rate Minimum: $67,800
Salary / Rate Maximum: $85,000

The minimum and maximum salary/rate information above include only base salary or base hourly rate.  It does not include any another type of compensation or benefits that may be available.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We've helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity.

We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month, or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally can request work patterns to reflect their personal circumstances. Please discuss the detail of the working pattern options for the role with the hiring manager.

What will you be doing?

•    Developing, motivating, engaging and leading a team of 14-18 agents on various shifts
•    Supporting team members regarding the successful resolution of customer inquiries, which could include taking escalated calls and ensuring 100% satisfaction 
•    You will recruit, reward and retain talented colleagues 
•    Maintaining a control and risk focus, demonstrating knowledge of financial services regulatory standards and conducing various audits to ensure compliance
•    Working closely with various business stakeholders to influence and lead change with a focus on the colleague and customer experience

What we’re looking for:

•    High School Diploma
•    One plus years of experience in customer service with an excellent performance and attendance record
•    Over two years of management experience in a fast paced servicing environment

Skills that will help you in the role:

•    Excellent oral communications skills (grammar, positive tone, active listening, etiquette, empathy, confidence) and written skills 
•    Quick learner with the ability to coach an agent to performance metrics
•    Extremely customer-focused, positive, professional attitude, pays strict attention to detail, understands importance of accuracy and responsiveness, self-motivated
•    Call Center Leadership experience

Where will you be working?

You will be working at Barclays Services, Henderson, NV’s fully Operational Customer Contact center, where the best meet to build careers full of scope, variety, and reward. Supporting the banking and financial solutions of today’s demands, answering tomorrow’s questions, and redefining the future of customer support in finance.

#LI-Hybrid

USD 67800 to 85000