Manager - Virtual Assistant Team

Citizens Bank - Pittsburgh, PA

Full-time - Mid Level

Pittsburgh, PA

Credit Intermediation and Related Activities

About the position

The Citizens Virtual Assistant Manager is responsible for overseeing a team that engages with customers remotely through live video from a centralized call center. This role focuses on fostering a customer-centric environment, empowering team members, and ensuring high-quality service delivery. The manager will coach the team on Citizens products and services, develop relationships with key area managers, and implement the bank's vision into actionable strategies for the team.

Responsibilities

• Create and coach a customer-focused environment that motivates and empowers teams to deliver high-quality customer service and sales.
• Reward and celebrate team success.
• Display optimism about personal and team abilities to achieve results.
• Identify training needs and deliver appropriate training to staff.
• Oversee the professional development of a team of senior-level agents.
• Ensure agents recognize appropriate sales opportunities during problem resolution.
• Monitor adherence to dress code policies and quality of on-camera interactions through in-person and video observation.
• Make hiring decisions and complete performance reviews for supervised employees.
• Research and assist in resolving complex customer issues and routine operational issues.
• Develop policies and procedures for the team.
• Provide individual and team support for special projects.
• Use insights into customer needs to recommend solutions to business problems.
• Analyze and prepare reports for management on team goal achievement, workflow, productivity, and performance.
• Systematically view options and think quickly to resolve issues.
• Develop ongoing relationships with managers of key areas to ensure quality service delivery.
• Relay the bank's vision into action for the team.

Requirements

• 1-3 years of people leadership experience with demonstrated coaching skills.
• 1-3 years of branch operations experience, including teller line experience.
• High School Diploma or Equivalent required.