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Customer Contact Center Manager
Voya Financial
Jacksonville, FL, United States
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Customer Contact Center Manager
Profile Summary:
Voya Financial is searching for a Customer Contact Center Manger to lead the call center of our Retirement Readiness business in our Jacksonville, FL office.
***Bilingual English/Spanish preferred****
Profile Description:
• Manage day to day operations of Contact Center function.
• Accountable for ensuring team and department goals are met.
• Responsible for driving employee engagement, development, and career growth.
• Responsible for hiring, development and performance management of staff.
• Conducts performance reviews with all staff.
• Makes compensation decisions.
• Accountable for ensuring team and individual compliance with all applicable regulatory requirements, securities laws and regulations, as well as VOYA compliance procedures.
• Lead strategic improvement initiatives.
• Ensures that call queues are being actively monitored and that call responsiveness metrics are met.
• Responsible for driving team and department efficiency in support of overall department budget, with overall shared accountability for department budget results.
• Other duties as assigned.
Education & Experience:
• BA degree or equivalent experience
• Series 6 & 26 certification (Required within 6 months of hire)
• 7+ years’ experience in product area with 1-3 years in management role
• Excellent organizational skills
• Excellent communication skills
• Proven management and leadership skills
• Ability to handle multiple priorities and motivate others
• Ability to persuade and negotiate
Critical Skills
At Voya, we have identified the following critical skills which are key to success in our culture:
• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.
Learn more about Critical Skills.