Customer Contact Center Manager

8 - 10 years experience  •  Retail / Grocery

Salary depends on experience
Posted on 10/17/17
Jacksonville, FL
8 - 10 years experience
Retail / Grocery
Salary depends on experience
Posted on 10/17/17

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Profile Summary:

We are 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 6months of hire)
  • 7+ years experience in product area with 1-3years 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.

JR0017626

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