Voya Financial, Inc

Customer Contact Center Manager

Voya Financial, Inc • $78K — $98K *
Hartford, CT 06106In-Person
Finance & Insurance
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent experience
  • 7+ years in a related product area
  • 1-3 years in a management or leadership role
  • Strong organizational and communication skills
  • Proven leadership and management capabilities
  • Ability to manage multiple priorities and motivate a team
  • Demonstrated negotiation and influencing skills

Responsibilities

  • Manage daily Contact Center operations to meet performance goals
  • Drive employee engagement, development, and career growth
  • Lead hiring, onboarding, and performance management
  • Conduct performance reviews and provide coaching and feedback
  • Ensure compliance with regulatory requirements and internal procedures
  • Execute strategic improvement initiatives for processes and outcomes
  • Monitor call queues to achieve service level metrics

Benefits

  • Health, dental, vision and life insurance plans
  • 401(k) Savings plan with generous company matching contributions
  • Employer-paid Voya Retirement Plan (4%)
  • Tuition reimbursement up to $5,250/year
  • 20 days paid time off and nine paid holidays
  • 40 hours of paid volunteer time annually
Full Job Description
Get to Know the Opportunity:
As a Contact Center Manager, you will lead the day-to-day operations of the Contact Center function, ensuring delivery against team and departmental goals. This role is accountable for driving employee engagement, developing talent, maintaining compliance with regulatory and internal standards, and leading strategic improvements to enhance service quality and operational efficiency.

The Contributions You'll Make:
  • Manage daily Contact Center operations, ensuring team and departmental performance goals are consistently met
  • Drive employee engagement, development, and career growth across the team
  • Lead hiring, onboarding, performance management, and compensation decisions for staff
  • Conduct performance reviews and provide ongoing coaching and feedback
  • Ensure compliance with all applicable regulatory requirements, securities laws, and internal compliance procedures
  • Lead and execute strategic initiatives to improve processes and outcomes
  • Actively monitor call queues to ensure responsiveness and service level metrics are achieved
  • Drive team efficiency and contribute to department budget performance and cost management
  • Perform other duties as assigned


Minimum Knowledge & Experience:
  • Bachelor's degree (BA) or equivalent experience
  • 7+ years of experience in a related product area
  • 1-3 years of experience in a management or leadership role
  • Strong organizational and communication skills
  • Proven leadership and management capabilities
  • Ability to manage multiple priorities and motivate a team
  • Demonstrated negotiation and influencing skills


Preferred Knowledge & Experience:
  • Experience leading contact center operations or similar customer-facing teams
  • Track record of driving process improvements and operational efficiency
  • Experience managing within a regulated financial services environment


How This Role Aligns to Our Core Four:
  • Instill Customer Obsession: Ensures high-quality service delivery by monitoring call responsiveness and improving contact center performance to meet customer expectations.
  • Transform with Automation/AI: Identifies and leads process improvement initiatives to streamline operations and enhance efficiency through smarter tools and workflows.
  • Drive Higher Performance Through Our People: Builds a high-performing team through hiring, coaching, performance management, and career development.
  • Execute on the Fundamentals: Maintains strong operational discipline by ensuring compliance with regulatory requirements and achieving consistent performance and budget goals.


Compensation Pay Disclosure:

Voya is committed to pay that's fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate's geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$78,990 - $98,740

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That's why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer
  • Health, dental, vision and life insurance plans
  • 401(k) Savings plan - with generous company matching contributions (up to 6%)
  • Voya Retirement Plan - employer paid cash balance retirement plan (4%)
  • Tuition reimbursement up to $5,250/year
  • Paid time off - including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
  • Paid volunteer time - 40 hours per calendar year


Learn more about Voya benefits (download PDF)

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 aboutCritical Skills

About Voya Financial, Inc

Voya Financial, Inc. is an American financial, retirement, investment, and insurance company based in New York City. The company was formed in 1991 as ING U.S., Inc. and was renamed Voya Financial in 2014. Voya Financial operates in the United States and has more than 6,000 employees. The company provides retirement, investment, and insurance solutions to individuals and businesses.
Learn more about Voya Financial, Inc
Size
6,000 employees
Market Cap
$5.8 billion
Industry
Finance & Insurance
Net Income
-$206 million
Founded
1991
5 Year Trend
-13.7%
Revenue
$7.7 billion
NASDAQ
VOYA
* Ladders Estimates

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