Contact Center Manager, Remote

Thrivent•Minneapolis, MN

21h•Remote

About The Position

The Contact Center Manager role is directly responsible for ensuring a superior Client experience, while managing a team of up to 12-15 front line Client Care Professionals (CCP) or cross functional CCPs. The CCP role handles requests from clients and financial advisors, utilizing a variety of complex system tools and processes. This role will primarily oversee the Annuities contact center. The Contact Center Manager position is diverse and touches people, process, and technology across business land product lines to support the contact center operations. Outside of the day-to-day management of a diverse workforce in an on-premises and telecommuting work environment, this role also handles call escalations, problem solving across product lines, IVR call routing, an understanding of workforce management practices and principles and system knowledge to help support their team members. The Contact Center Manager is responsible for creating and running various business reports on their respective business areas and providing insight and call metrics for their operational area to implement and drive change within the contact center to improve efficiencies.

Requirements

College degree or equivalent experience
Five+ years of Contact Center experience with two years+ of demonstrated people leadership experience leading teams that collaborate cross-organizationally to achieve desired outcomes.
Leader who drives vision, collaboration, and teamwork.
Knowledge of financial products
Strong communication/interpersonal skills with emphasis on customer service, conflict management, teamwork and coaching skills
Knowledge of systems and processes including Salesforce, Avaya CMS, Workforce Management and Verint call recording
Experience with identification of problems and significantly improving processes and leading change
Willingness to maintain an external perspective of emerging management and operations trends
Ability to represent the organization in a professional manner when working with internal and external customers
Skilled at fostering teamwork and collaboration
Remains calm under pressure and able to model this behavior to others
Ability to navigate Thrivent systems
Experience with effectively leading through change; passionate about leading through others and leveraging systems to engage people and drive results.
Displays solid leadership skills and ability to attract, coach, develop, motivate, and encourage diverse teams to think creatively and grow the business.
Licensing as appropriate (see chart below)
FINRA Series 6 and 26 required or obtained within 90 days of hire/transfer, as well as the Operations Professional registration due to: Oversight for Thrivent’s customer interaction centers, which handle customer orders, transaction processing.
Respond to customer complaints where needed
Approve any ad-hoc customer correspondence
Ensure quality and training programs are in place for licensed personnel
Ensure policy and procedures follow applicable securities rules and regulations
The product lines involved are annuity (fixed and variable), insurance (life, DI, MS, LTC), and our tax-exempt programs. Managers may oversee just specific product lines in some cases but assist and support staff/peers across product lines.

Nice To Haves

Broad knowledge of Thrivent business, products and systems
Bilingual in Spanish is a plus

Responsibilities

Manage a diverse team of front-line Client Care teams within a large Contact Center that includes problem solving, resolution and call handling for Clients and Financial Advisors
Deep knowledge of workforce management principles and various KPIs to support contact center operations such as occupancy, Average handle time (AHT), After Call work, (ACW), Net Promoter Score (NPS), aux time, shrinkage, adherence, and staff utilization.
Analyze and coach Voice of the Customer (VoC) survey information for your team members to optimize performance and drive the client experience
Work across product lines to avoid business impact and ensure ongoing training and to support the business needs and enhance employee engagement.
Participate in, represent and/or lead divisional / departmental projects or operational improvements that improve operational unit performance.
Assist in and develop goals, priorities and metrics for team members that align with Contact Center operational standards
Ensure progress toward individual and team goals, analyze variances, take correction action and adapt plans and priorities to address resource and operational challenges.
Partner with legal, HR and compliance to conduct operations in compliance with pertinent laws and regulations.
Recruits, develops, and sustains a high-performing team while promoting a culture of shared accountability, operational excellence, and partnership across the organization.
Models Thrivent’s leadership competencies – courage, collaboration, and commitment by demonstrating resiliency, working together to make the best decisions, and holding yourself and others accountable.
Supports and/or develops an environment in which Thrivent employees and colleagues are focused on continuous improvement, exceptional employee engagement, and an unwavering commitment to our clients.
Shapes and/or supports a culture that represents the Thrivent purpose, promise and values, ensuring that Thrivent’s trust and reputation remain strong with its clients.