Capability Developement Specialist, Phone Channel
Auburn,ME
The Capability Development Specialist will be accountable to lead, develop and execute tactics to improve results in 2 key areas: Sales and advice capability of specialists and people managers in contact centers in TD Phone Channel and General coaching capability of people managers in contact centers.
The Capability Development Specialist reports to the Senior Analyst, Capability Development within the Phone Channel Sales, Customer Experience and Business Solutions group. The team serves multiple diverse contact centers, including Easyline, Money In Advice, Money Out Advice, Insurance Advice, Credit Cards and SBB.
Leads tactics to improve overall capability of employees in frontline, management and support roles for contact centers
Contributes to ongoing capability needs assessment and creation of annual strategic plan and quarterly tactical plans for capability development
Assesses, trains and coaches People Managers to improve their coaching skills
Implements tactics which will grow sales and advice capability in both specialists and people managers
Assesses sales/advice challenges in diverse businesses
Develops experiential skill development activities that will drive improvement, including coach the coach, huddles, etc
Delivers effective and efficient solutions by researching and analyzing opportunities, gaps & trends and pinpointing the most important activities supporting employee capability development for sales/advice skills
Develops and delivers analysis and commentary to Contact Center Managers highlighting capability strengths and opportunities for their people managers and agents
Participates as business SME in design and roll out of learning solutions
Supports the development and reporting of metrics to measure capability, coaching and learning
Keeps current with key business initiatives and issues and develop an understanding of critical business success factors
Bachelor's degree in business or related discipline preferred
5-7 years of related experience
Delivers superior results as a leader in a sales/advice culture
Respected people manager, with demonstrated excellence in coaching in a sales/service business
Contact Center experience is an asset
Solid knowledge of TD Bank, AMCB retail products and services
Comfortable to create and lead skill development activities, meetings or huddles and to assess results and impacts
Excellent analytical, verbal and written communication skills; ability to interact with all levels within the organization
Able to establish and plan activities, execute within established deadlines, understand shifting priorities and use discretion and confidentiality
Strong time management and organizational skills
Demonstrated clarity of thinking to assess business issues and proactively providing creative solutions
Detail-oriented, diligent, and committed to achieving results
Strong interpersonal skills with the ability to build and develop relationships; strong negotiation skills and influencing others
Able to work both independently and effectively as a team member
Strong knowledge of Microsoft Office suite of products, particularly Excel and PowerPoint as well some proficiency with P3 and TD Coach
Position can be based in Auburn, ME or Mt. Laurel, NJ
