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Contact Center Manager
American International Group
Amarillo, TX, United States
Job Details - this job has expired, please see similar jobs below
Estimated Travel Percentage (%): No Travel
Relocation Provided: No
As a Contact Center Manager you would be responsible for overseeing the daily operations of a Contact Center team; ensure activities run smoothly and efficiently; promote the Company image in a professional and positive manner; provide supervision, guidance, coaching, recognition, motivation and training to department personnel; participate in Contact Center campaigns; attain productivity, quality control and customer service goals. Manager works closely with both the Contact Center and Senior Management Team to provide the necessary metrics to stay within budget and achieve the highest level of service.
Your contribution at AIG
As an influencer at AIG, people come to you as a “go-to” source for help and support because of your deep knowledge and expertise. As a more experienced team member, you are capable of driving continual improvement and impacting the way that things get done. Because of your influence, whether direct or indirect, we are able to deliver powerful outcomes for our clients. The work you do every day is at the heart of AIG’s business.
• Experience in Retirement Annuity Services and/or a financial industry
• 3-5 years Management experience
• Previous Call Center or relevant experience
• Ability to provide clear and concise information to internal and external customers as it pertains to their retirement account question(s)
• Be part of a team driven to meet and exceed performance-based goals.
What we are looking for
• Manage team, plan and organize daily activities while maintaining service levels.
• Prepare daily, weekly and monthly reports on the team’s production and overall performance.
• Analyze the daily productivity and quality metrics to identify opportunities and trends.
• Develop employee skill sets and foster growth through individual/group training sessions, one-on-one coaching plans.
• Provide guidance, direction and leadership for the team.
• Responsible for adhering to budget forecasts e.g. Overtime, Headcount
• Manage Human Resources related activities for the team such as: interviewing, approving payroll
• Availability to work different shifts between the hours of 7:00 A.M to 7:00 P.M.
• High School Diploma or GED required/ Some College preferred
• Knowledgeable in Variable, Index & Fixed annuities serviced in Navisys and Oasys mainframes.
• Reviewing and de-escalating complex customer requests
• Coaching for improvement
What our employees like most about working for AIG:
• Employee atmosphere and people approach
• Career path and growth potential
• Generous Paid Time Off (AIG recognizes the importance of work life balance)
• Generous Benefits Plan: FSA, Life Insurance, Medical, Dental & Vision Coverage
• 401(k) Retirement Plan: Dollar for dollar matching up to 6% with immediate vesting plus an additional 3% from AIG.
• Company opportunities for charitable participation and giving
It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.
At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.