Job Requisition ID: 94295

Location Designation: Hybrid - 6 days per month

Annuity New Business Call Center Manager

Department: Purchase Experience - Annuity New Business Location: Dallas, TX | Hybrid, onsite 1 day per week Schedule: Full-time | Monday-Friday | 7.5-hour shift between 9:30 AM - 6:00 PM CST Company: New York Life Insurance Company

Role Overview

We are seeking a dynamic and forward-thinking leader to join our team as a Call Center Manager in Dallas, leading the Annuity New Business Call Center team responsible for supporting agents with new business processing, onboarding inquiries, application requirements, and related service needs.

This role plays a critical part in ensuring operational excellence, delivering accurate and timely outcomes, and creating a consistent, positive experience for agents and clients. The manager will be responsible for coaching and developing call center professionals, monitoring performance, driving accountability, and supporting continuous improvement across the team.

The ideal candidate brings a balance of strong operational discipline, customer-centric leadership, and people leadership, with the ability to navigate complexity, influence outcomes, and lead through change. This is an opportunity to make a meaningful impact by shaping team performance, improving service delivery, and contributing to the ongoing evolution of the Purchase Experience organization.

What You'll Do
• Lead, coach, and develop a high-performing team of call center professionals, driving accountability, engagement, and continuous improvement.
• Manage daily call center operations, including inbound call performance, service levels, staffing needs, quality expectations, and timely resolution of agent inquiries.
• Own team performance by monitoring key metrics, identifying gaps, and executing targeted coaching and development strategies.
• Foster a culture of accountability by setting clear expectations and holding team members to defined goals, standards, and behaviors.
• Utilize data, reporting, call trends, and performance insights to inform decision-making and optimize operational outcomes.
• Deliver performance reviews, development planning, and career coaching to support employee growth and retention
• Partner with peers, leadership, training, quality, suitability, and operations teams to streamline workflows, mitigate risk, and enhance overall customer and agent experience.
• Ensure strict adherence to company policies, procedures, regulatory requirements, and service standards within a highly controlled environment.
• Lead and contribute to strategic initiatives, projects, and process enhancements aligned with organizational priorities.
• Support a positive onsite and hybrid team culture in the Dallas office, including a regular onsite presence of 1 day per week.

What You'll Bring

Required Skills
• 3-5 years of experience in customer service, call center, operations, or financial services environment.
• Demonstrated success leading teams in a customer-centric environment, with a focus on delivering exceptional service and driving results.
• Ability to de-escalate challenging situations and drive mutually beneficial resolutions.
• Highly organized with the ability to manage multiple priorities in a demanding environment.
• Excellent verbal, written, and active listening skills, with the ability to communicate effectively across all levels.
• Proven ability to analyze data, leverage insights, and make informed, strategic decisions.
• Strong leadership presence with the ability to inspire, influence, and develop high-performing teams.
• Strong interpersonal awareness and sound judgment, with the ability to navigate complex and sensitive situations effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and comfort navigating systems and data tools.
• Ability to work from the Dallas office 1 day per week.

Preferred Skills
• Bachelor's degree or equivalent business experience.
• 2-5 years of experience in a customer service and/or call center setting, preferably within insurance, annuities, investments, or financial services.
• Knowledge of insurance and/or investment industry products, processes, and regulatory expectations.
• Proficiency with AI-enabled tools, such as ChatGPT or Microsoft Copilot, to enhance productivity, streamline workflows, and support decision-making.
• Experience using call center performance data, quality reviews, and workforce insights to improve service delivery and team outcomes.
• Experience leading through change, supporting process improvements, and building engagement in a hybrid team environment.

Training & Development

You will receive comprehensive training and ongoing leadership support, including:
• Insurance and financial products.
• New business processes, application workflows, and service expectations.
• Call center management practices, quality standards, and performance coaching routines.
• Leadership development, feedback, and continuous improvement support.

Ongoing coaching and feedback will support your growth and success in the role.

Compensation & Schedule
• Competitive base salary.
• Full-time role: Monday-Friday, with coverage aligned to business needs between 9:30 AM - 6:00 PM CST.
• Hybrid role based in Dallas, TX, with an onsite expectation of 1 day per week.

Benefits
• Paid vacation and holidays.
• Medical, dental, and vision coverage.
• 401(k) match plus pension plan.
• Tuition assistance and flexible spending accounts

Job Level: LEVELMG1

Pay Transparency

Salary Range: $73,000-$104,000

Overtime eligible: Exempt

Discretionary bonus eligible: Yes

Sales bonus eligible: No

Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.