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Associate Manager, Contact Center
Prudential Securities
Scottsdale, AZ, United States
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Description
Prudential is a company of smart, ambitious professionals working together across a multitude of disciplines. Together, we are building a better financial future for our customers and our communities around the globe.
At Prudential, we understand that a company is only as good as its people. This simple fact is central to all that we do.
The Associate Manager, Customer Service is responsible for the day-to-day operations of a team of representatives. In this exciting role, you will:
Plan, direct, supervise and evaluates workflow
Organize the workflow of associates to provide the most effective and efficient service in accordance with established policies and procedures and to achieve the volume expected to meet operational requirements
Ensure the volume of work produced meets product/service standards and exceeds quality standards
Develop short/long-term customer service objectives and continuously monitors procedures
Recognize and recommend operational improvement
Be responsible for the day-to-day application of organizational policies and procedures
The Associate Manager, Customer Service has full supervisory responsibility including hiring, performance management, coaching and development. Typically serves as first line supervisor for a staff of 15+ employees, with full supervisory responsibility including hiringand performance management. We are looking for individuals in both Scottsdale, AZ as well as Portland, ME. This role will require the Associate Manager to have flexibility in hours as 2nd shift may be required.
Some travel may be required.
Qualifications
• Supervisory and/or coaching experience.
• Excellent written and verbal communication skills.
• Must be able to take initiative.
• Positive and team player attitude is a must.
• Flexibility.
• Bachelor's degree preferred.
• Strong partnering skills.
• Strong problem solving and issues resolution skills.
• Strong organization skills and the ability to manage multiple priorities while working under tight time constraints.
• Working effectively with various sites; strong interpersonal skills, and flexibility in hours.
• Some travel may be required.