Manager, Call Center
Core
Operational leadership for call center performance, vendor oversight, and workforce planning within a regulated financial services environment.
Role type
Manager, Call Center Operations
Builds
Service delivery for financial services clients
Domain
Financial Services / Call Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Operational leadership, vendor management, regulatory compliance, workforce planning, data analysis, quality assurance, training curriculum development, stakeholder partnership
Preferred skills
Data-driven decision-making, strategic initiative leadership, process improvement expertise
Technologies
N/A
Responsibilities
Lead and oversee call center operations to meet service levels and KPIs; Provide oversight of third-party vendors; Manage client interactions and performance feedback; Resolve complex internal and external inquiries; Serve as subject matter expert on Transfer Agency policies; Partner with stakeholders to plan staffing based on volume fluctuations; Oversee Quality Assurance and Training programs; Analyze data to drive operational insights; Lead forecasting and workforce planning; Manage special projects; Participate in operational governance meetings.
Seniority
Manager, hands-on leadership
