Associate Manager, Customer Service (3pm - 11pm)
Core
Lead, coach, and manage a team of Customer Service Professionals supporting a portfolio of annuity products to ensure exceptional service delivery.
Role type
Associate Manager, Customer Service Operations
Builds
High-performing customer service teams and operational excellence in annuity product support
Domain
Financial Services / Retirement / Annuities
Required skills
Team leadership and coaching, Operational management, Performance management, Customer experience optimization, Process improvement, Data analysis
Preferred skills
Financial services experience, Supervisory experience, Continuous improvement methodologies
Technologies
Contact center systems, Performance management tools
Responsibilities
Lead and develop a team of Customer Service Professionals, Direct daily service operations to meet service levels and quality standards, Monitor workload volumes and staffing needs, Serve as an escalation point for complex inquiries, Identify operational inefficiencies and implement process improvements
Seniority
Manager, hands-on leadership