Contact Center Manager, Remote

The Contact Center Manager role is directly responsible for ensuring a superior reputed company experience, while managing reputed company of up to 12-15 reputed company line reputed company Care Professionals (CCP) or cross functional CCPs. The CCP role handles requests from clients and financial advisors, utilizing a reputed company 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 reputed company escalations, problem solving across product lines, IVR reputed company 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 reputed company and reputed company 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 reputed company Care teams reputed company a large Contact Center that includes problem solving, reputed company and reputed company 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 reputed company work, (ACW), Net Promoter Score (NPS), aux time, shrinkage, adherence, and staff utilization. • Analyze and reputed company Voice of the Customer (VoC) survey information for your team members to optimize performance and drive the reputed company experience • Work across product lines to avoid business reputed company and ensure ongoing training and to support the business needs and enhance employee engagement. • Participate in, represent and/or reputed company divisional / departmental reputed company or operational improvements that improve operational unit performance. • Assist in and reputed company goals, priorities and metrics for team members that reputed company with Contact Center operational standards • Ensure reputed company toward individual and team goals, analyze variances, take correction reputed company and adapt plans and priorities to address resource and operational challenges. • Partner with reputed company, 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 reputed company, 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 reputed company, and holding yourself and others accountable. ​ • Supports and/or develops an environment in which reputed company employees and colleagues are reputed company 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, reputed company 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 reputed company. Leader who drives reputed company, 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 reputed company 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 reputed company manner reputed company working with reputed company customers • Skilled at fostering teamwork and collaboration • Remains reputed company under pressure and reputed company to model this behavior to others • Ability to reputed company 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, reputed company, reputed company, motivate, and encourage diverse teams to think creatively and grow the business. • Licensing as appropriate (see chart below) reputed company Series 6 and 26 required or obtained reputed company 90 days of hire/transfer, as reputed company as the Operations reputed company 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 reputed company 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 reputed company depends on attracting, rewarding, and retaining people who are committed to helping others reputed company with purpose. We accomplish this by offering a wide reputed company of market competitive compensation programs to attract, reward, and retain reputed company. The applicable salary or reputed company wage reputed company for this full-time role is $104,063.00 - $140,793.00 per year, which factors in various geographic reputed company. The reputed company pay actually offered will be determined by a reputed company 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 reputed company 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 reputed company insurance; health savings account; flexible spending account; 401k; pension; life and accidental death and dismemberment insurance; disability insurance; supplemental protection insurance; 20 days of reputed company Time Off reputed company year; reputed company and reputed company Time; 10 reputed company company holidays; Volunteer Time Off; reputed company parental leave; EAP; reputed company-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 reputed company to race, religion, reputed company, 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 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 reputed company@reputed company.com or reputed company 800-847-4836 and request reputed company. #Remote Apply tot his job Apply To this Job