TD Bank Capability Developement Specialist, Phone Channel in Auburn, Maine

Capability Developement Specialist, Phone Channel


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

Job Ref: 6055BR