Customer Contact Center Manager

Voya Financial • Windsor, CT

1d • $78,990 - $98,740 • Hybrid

About The Position

As a Contact Center Manager, you will lead the day-to-day operations of the Contact Center function, ensuring delivery against team and departmental goals. This role is accountable for driving employee engagement, developing talent, maintaining compliance with regulatory and internal standards, and leading strategic improvements to enhance service quality and operational efficiency.

Requirements

• Bachelor’s degree (BA) or equivalent experience
• 7+ years of experience in a related product area
• 1–3 years of experience in a management or leadership role
• Strong organizational and communication skills
• Proven leadership and management capabilities
• Ability to manage multiple priorities and motivate a team
• Demonstrated negotiation and influencing skills

Nice To Haves

• Experience leading contact center operations or similar customer-facing teams
• Track record of driving process improvements and operational efficiency
• Experience managing within a regulated financial services environment

Responsibilities

• Manage daily Contact Center operations, ensuring team and departmental performance goals are consistently met
• Drive employee engagement, development, and career growth across the team
• Lead hiring, onboarding, performance management, and compensation decisions for staff
• Conduct performance reviews and provide ongoing coaching and feedback
• Ensure compliance with all applicable regulatory requirements, securities laws, and internal compliance procedures
• Lead and execute strategic initiatives to improve processes and outcomes
• Actively monitor call queues to ensure responsiveness and service level metrics are achieved
• Drive team efficiency and contribute to department budget performance and cost management
• Perform other duties as assigned

Benefits

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Manager