Team Leader- new accounts
Discover Financial Services - New Castle, DE

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Would You Like to begin a career with a company that takes pride in delivering Company Leadership, People Leadership, Thought Leadership, Results Leadership?

There’s no magic formula. Just a simple belief: respect and reward people for being their best. That’s how we work at Discover Financial Services.

Discover Financial Services (DFS) is a leading credit card issuer and electronic payment services company with one of the most recognized brands in U.S. financial services. Since our inception in 1986, we have grown to become one of the largest card issuers in the United States, with more than 50 million card members.

Our New Castle, DE facility offers fantastic amenities to our employees. Take advantage of the full service cafeteria featuring a deli bar, fresh salads, grille and much more. Enjoy your lunch on the patio or take a stroll on the mile walking path. You are invited to participate in our state of the art fitness center featuring free weights, cardio machines, aerobic classes, and locker rooms.

Leads a team of 15+ call center representatives
  • Creates a positive and engaged work environment by building trust and empowering and motivating team members
  • Develops, promotes, and maintains collaborative working relationships among team members, and proactively addresses potential issues/conflicts
  • Retains, motivates and recognizes employees
  • Mentors, develops and trains new and existing employees, leading by example and demonstrating best practices
  • Proactively coaches employees and finds both formal and informal opportunities to share experience, expertise and knowledge
  • Tailors coaching and development to employees, providing specific and actionable recommendations
  • Provides regular and scheduled feedback on job performance
  • May serve as a mentor to, and benchmarks with, peers to share knowledge and successful practices
  • Manages team performance to achieve or exceed established goals, proactively monitoring daily activities of direct reports
  • Manages operations to drive business results
  • Implements and executes established business strategies
  • Works with management to develop team goals
  • Holds self and others accountable for achieving results, following processes and delivering high standards of accuracy and efficiency in work performed
  • Communicates changes in work activities and priorities to employees
  • Assists team in adjusting and responding to change, maintaining personal and team work effectiveness during changing or ambiguous situations
  • Analyzes information such as performance metrics, data, outputs and reports, and communicates relevant information
  • Recommends improvements to processes and procedures to improve overall performance, results, and customer experience
  • Solicits feedback from direct reports on how to improve processes and procedures
  • Ensures that activities of the team are in compliance with company policies and procedures, and applicable local, state, and federal laws
  • Evaluates performance and conducts performance reviews
  • Documents coaching, counseling and corrective action of direct reports
  • Performs general administrative tasks, e.g., timekeeping
  • Maintains and updates working files
  • Assists with additional/special projects as needed
Skills

Coaching and Mentoring Skills – Transfers and imparts knowledge and expertise; provides feedback successfully to improve and/or reinforce the performance of others; leads by example

Accountability – Takes personal responsibility for the outcomes of own work and the work of others, as well as for one’s actions and decisions; holds others accountable for results; follows through on commitments to others; sees things through to completion

Flexibility and Adaptability – Works effectively in changing or ambiguous circumstances; achieves
desired results in the midst of changes in responsibilities, work processes, timeframes, performance expectations or changes within the Department/Center; facilitates the implementation and acceptance of change by others within the workplace

Multi-tasking / Prioritization – Balances competing demands for one’s time and simultaneously
manages multiple projects, tasks, and activities; allocates time across various responsibilities and
prioritizes issues quickly to respond to critical priorities in an organized and planned manner

Achievement / Results Oriented – Understands what results are important and is driven to achieve results; focuses time, effort, and resources to achieve results

Analytical Thinking – Analyzes information, identifies key issues and relationships, and draws logical conclusions; identifies the root causes of problems and develops solutions

Minimum of 2 years relevant work experience is required
  • Past experience in a related field, operations center or call center environment, or previous experience in a customer-facing role within a professional services company, is preferred
  • 1-2 years experience leading teams, people and/or processes is required
Education
  • High school diploma or equivalent required
  • 2-year or 4-year college degree in a business related field is preferred
Technical & Professional Skills
  • Knowledge and execution of business process
  • Ability to present information, analyses, ideas, and opinions in writing in a clear
and convincing manner, and ability to organize written ideas clearly
  • Ability to learn/acquire new concepts, processes, and technology
  • Knowledge of company policies and/or applicable local, state, and federal regulations and laws governing business processes
  • Skill working with personal computers and software applications (e.g., Microsoft Office suite, word-processing, spreadsheets, databases, etc.)

About this company
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Seems cardholders aren't the only ones getting paid to discover. Discover Financial Services is best known for issuing Discover-brand credit...