Call Center - Transition Team Lead, Financial Solutions Pillar

TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol "TD". To learn more, visit www.td.com.

The Transition Team Leader leads a team of newly hired Specialists and creates a positive on-boarding experience by providing support, motivation and encouragement of development capabilities through coaching.

* Set Specialist expectations of role and culture, be a promoter of TD Bank * Support Learning * Foster a sense of team * Balance mentoring, managing and coaching * Ensure the Specialist understands the material and can demonstrate the skills required to be successful * Provide guidance, tips for success and promote a positive learning experience * Ensure new Specialists are following the rules of compliance and the guidelines for handling customers and selling products and services * Manage the Specialist experience (Onboarding, coaching, timesheet approval,etc.) * Prepare new Specialists with primary needs (sign-ons, technology, systems set-up,etc.) * Summarize individual Specialist development for the Specialist, LOB and TDU at points during training and at the end of training * Ensure all required eLearning completed * Plan for Manager Support for Call Evaluation sessions Classroom * Partner with TDU facilitator * Provide in-class support as needed * Facilitate specified learning events and classroom activities * Arrange, monitor and assist Shadowing sessions, including assignment and prep of Ambassadors * Arrange, monitor and assist Reverse Shadowing Sessions * Arrange, monitor and assist Solo Call Sessions * Prep class for OTJ sessions (shadowing, reverse-shadowing, solo) * Debrief OTJ sessions * Evaluate Specialists, using a Call Observation Checklist * Conduct Call Milestones (Evaluate Calls) * Conduct informal side-by-side coaching * Schedule Coaching/Touch Points * Give performance feedback, following the TD Coaching Model * Document coaching discussions * This position will support both MTL and AUB travel will be required between both sites * Sales, Mortgage and Lending products is preferred

**To be considered, you should have:** * 4 year degree or equivalent experience * Proficient in the role of a Sales and Service Specialist * Demonstrated management skills * Demonstrated coaching skills * Preferred classroom facilitation experience * Able to coach and provide feedback in a positive manner