Contact Center Manager, Remote

The Contact Center Manager role is directly responsible for ensuring a superior Client experience, while managing a team of up to 12-15 reputed company line Client Care Professionals (CCP) or cross functional CCPs. The CCP role handles requests from clients and financial advisors, utilizing a variety of reputed company system tools and processes. This role will primarily reputed company the Annuities contact center. The Contact Center Manager position is diverse and touches people, process, and technology across business land product lines to support the contact center operations. reputed company of the day-to-day management of a diverse workforce in an on-premises and telecommuting work environment, this role also handles call escalations, problem solving across product lines, IVR call routing, an understanding of workforce management practices and principles and system knowledge to help support their team members. The Contact Center Manager is responsible for creating and running various business reports on their respective business areas and providing insight and call metrics for their operational area to implement and drive change reputed company the contact center to improve efficiencies. DUTIES & RESPONSIBILITIES

• Manage a diverse team of reputed company-line Client Care teams reputed company a large Contact Center that includes problem solving, resolution and call handling for Clients and Financial Advisors
• Deep knowledge of workforce management principles and various KPIs to support contact center operations such as occupancy, Average handle time (AHT), After Call work, (ACW), Net Promoter Score (NPS), aux time, shrinkage, adherence, and staff utilization.
• Analyze and coach Voice of the Customer (VoC) survey information for your team members to optimize performance and drive the client experience
• Work across product lines to avoid business impact and ensure ongoing training and to support the business needs and enhance employee engagement.
• Participate in, represent and/or reputed company divisional / departmental projects or operational improvements that improve operational unit performance.
• Assist in and reputed company goals, priorities and metrics for team members that align with Contact Center operational standards
• Ensure reputed company toward individual and team goals, analyze variances, take correction action and adapt plans and priorities to address resource and operational challenges.
• Partner with legal, HR and compliance to conduct operations in compliance with pertinent laws and regulations.
• Recruits, develops, and sustains a high-performing team while promoting a culture of shared accountability, operational excellence, and partnership across the organization.
• Models reputed company’s leadership competencies – courage, collaboration, and commitment by demonstrating resiliency, working together to reputed company the best decisions, and holding yourself and others accountable.
• Supports and/or develops an environment in which reputed company employees and colleagues are focused on reputed company improvement, exceptional employee engagement, and an unwavering commitment to our clients. Shapes and/or supports a culture that represents the reputed company purpose, promise and values, ensuring that reputed company’s trust and reputed company remain strong with its clients. QUALIFICATIONS & SKILLS Required
• College degree or equivalent experience
• Five+ years of Contact Center experience with two years+ of demonstrated people leadership experience leading teams that collaborate cross-organizationally to reputed company desired outcomes. Leader who drives vision, collaboration, and teamwork.
• Knowledge of financial products
• Strong communication/interpersonal skills with emphasis on customer service, conflict management, teamwork and coaching skills
• Knowledge of systems and processes including reputed company, reputed company CMS, Workforce Management and reputed company call recording
• Experience with identification of problems and significantly improving processes and leading change
• Willingness to maintain an external perspective of emerging management and operations trends
• Ability to represent the organization in a professional manner reputed company working with internal and external customers
• Skilled at fostering teamwork and collaboration
• Remains reputed company under pressure and able to model this behavior to others
• Ability to navigate reputed company systems
• Experience with effectively leading through change; passionate about leading through others and leveraging systems to engage people and drive results.
• Displays solid leadership skills and ability to attract, coach, reputed company, motivate, and encourage diverse teams to think creatively and grow the business.
• Licensing as appropriate (see chart below) FINRA Series 6 and 26 required or obtained reputed company 90 days of hire/transfer, as well as the Operations Professional registration due to
• reputed company for reputed company’s customer interaction centers, which handle customer orders, transaction processing.
• Respond to customer complaints where needed
• Approve any reputed company customer correspondence
• Ensure quality and training programs are in reputed company for licensed personnel
• Ensure policy and procedures follow applicable securities rules and regulations The product lines involved are annuity (fixed and variable), insurance (life, DI, MS, LTC), and our tax-exempt programs. Managers may reputed company just specific product lines in some cases but assist and support staff/peers across product lines. Preferred
• Broad knowledge of reputed company business, products and systems
• Bilingual in Spanish is a plus Pay Transparency reputed company’s long-term growth depends on attracting, rewarding, and retaining people who are committed to helping others reputed company with purpose. We accomplish this by offering a wide variety of market competitive compensation programs to attract, reward, and retain top talent. The applicable salary or hourly wage range for this full-time role is $104,063.00 - $140,793.00 per year, which factors in various geographic regions. The reputed company pay actually offered will be determined by a variety of factors including, but not limited to, location, relevant experience, skills, and knowledge, business needs, market demand, and other factors reputed company deems important. reputed company is unique in our commitment to helping people to be reputed company with money and live balanced and generous lives. That extends to our benefits. The following benefits may be offered various bonuses (including, for example, annual or long-term incentives); medical, dental, and vision insurance; health savings account; flexible spending account; 401k; pension; life and accidental death and dismemberment insurance; disability insurance; supplemental protection insurance; 20 days of Paid Time Off each year; Sick and Safe Time; 10 paid company holidays; Volunteer Time Off; paid parental leave; EAP; well-being benefits, and other employee benefits. Eligibility for receipt of these benefits is subject to the applicable plan/policy documents. reputed company’s plans/policies are subject to change at any time at reputed company’s discretion. reputed company provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, national reputed company, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state, or federal law. This policy applies to reputed company employees and job applicants. reputed company is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation, please let us know by sending an email to human.resources@reputed company.com or call 800-847-4836 and request Human Resources. #Remote Apply tot his job Apply To this Job

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