Voya Financial · 5 hours ago

Customer Contact Center Manager

United States-Remote

Full-time

Remote

Mid Level

$60K/yr - $75K/yr

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Responsibilities

Responsible for supervision of associates, which includes, but is not limited to, supporting new and existing associates by monitoring volume, giving timely feedback, and researching difficult requests. Acts as a liaison between associates and other teams/departments in order to ensure efficiency.

Ensures team and individual compliance with all applicable regulatory requirements, securities laws and regulations, as well as Voya Compliance procedures.

Supports hiring, development and performance management of staff. Conducts performance reviews. Makes compensation recommendations.

Monitors call queues in support of department call responsiveness metrics.

Works with employees to ensure high levels of engagement and ongoing career growth.

Supports strategic improvement initiatives.

Provides problem resolution and escalated call support to employees.

Other duties as assigned.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Call Center MetricsCompliance ProceduresPerformance ManagementBusiness AcumenTeam Mentality