Manager, Call Center
Core
Lead and oversee call center operations, vendor management, workforce planning, and continuous improvement in a regulated financial services environment.
Role type
Manager, Call Center Operations
Builds
Service delivery for financial services clients
Domain
Financial Services / Call Center Operations
Required skills
Operational leadership, Vendor oversight, Workforce planning, Data analysis, Regulatory compliance, Quality Assurance, Training program management, Strategic planning
Preferred skills
Data-driven decision-making, Client experience focus, Process optimization
Technologies
None stated
Responsibilities
Lead and oversee call center operations to meet service levels and KPIs; Provide direct oversight of third-party call center vendors; Manage client interactions and performance feedback; Respond to complex internal and external inquiries; Serve as subject matter expert on Transfer Agency policies; Partner with stakeholders to plan staffing needs; Oversee Quality Assurance and Training programs; Analyze call center data to drive insights; Lead forecasting and workforce planning; Manage special projects and strategic initiatives; Participate in operational governance meetings.
Seniority
Manager, strategic & operational leadership