What are the responsibilities and job description for the Contact center supervisor position at T. Rowe Price?
Role Summary
Supervises a contact service center support team responsible for providing quality support to clients with inquires and resolving operational issues on a daily basis.
Responsible for the achievement of team goals and objectives, talent management, and supervision of team members.
Responsibilities :
- Coordinates and directs the daily operations of a contact service center team. Monitors work metrics and standards; resolves team issues as required.
- Resolves routine client issues or inquires as needed.
- Maintains relationships with other business departments to report client trends and needs; may use knowledge of client issues to contribute to business development efforts.
- Manages internal activities and initiatives designed to improve the client experience. Reviews trend analysis of problems reported, identifies the root cause of the problems, and recommends resulting improvements.
- Recruits, directs, motivates, and develops staff, maximizing their individual contribution, their professional growth, and their ability to function effectively with their colleagues as a team.
Has accountability for the human resources activities within the team (hiring, discipline, firing). May have financial / budgetary responsibility for the team.
Qualifications : Required :
Required :
- Bachelor's degree or the equivalent combination of education and relevant experience AND
- 3 years of total relevant work experience
- FINRA Series 7, 63 and 24
Preferred Skills :
- Financial Services and Leadership Experience
- Written and oral communication skills
- Time-management skills and effective ability to prioritize
- Client Service Oriented
FINRA Requirements
FINRA licenses are required and will be supported for this role.
Work Flexibility
This role is eligible for hybrid work, with up to two days per week from home.
Base salary ranges :
$72,500 - $118,500 for the location of : California, New York
$72,500 - $118,500 for the location of : Washington, D.C
Placement within the range provided above is based on the individual’s relevant experience and skills for the role. Base salary is only one component of our total compensation package.
Employees may be eligible for a discretionary bonus, which is determined upon company and individual performance.
Commitment to Diversity, Equity, and Inclusion :
We strive for equity, equality, and opportunity for all associates. When we embrace the power of diversity and create an environment where people can bring their authentic and best selves to work, our firm is stronger, and we create greater value for our clients.
Our commitment and inclusive programming aim to lift the experience for each associate and builds allies for our global associate community.
We know that a sense of belonging is key not only to your success at the firm, but also to your ability to bring your best each day.
Benefits : We invest in our people through a wide range of programs and benefits, including :
- Competitive pay and bonuses as well as a generous retirement plan and employee stock purchase plan with matching contributions
- Flexible work opportunities
- Health care benefits (medical, dental, vision)
- Tuition assistance
- Wellness programs (fitness reimbursement, Employee Assistance Program)
Our policies may change as our working lives evolve. Yet, our commitment to supporting our associates’ well-being and addressing the needs of our clients, business, and communities is unwavering.
T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, color, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.
Last updated : 2024-10-11
Salary : $72,500 - $118,500
