Manager, Call Center
About The Position
At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team. This role is responsible for operational performance, vendor oversight, regulatory alignment, workforce planning, and continuous improvement initiatives. The ideal candidate will combine strong operational leadership with data-driven decision-making, a focus on client experience, and a deep understanding of service delivery within a regulated financial services environment. This individual will partner closely with senior leadership to enhance performance, optimize processes, and support strategic initiatives.
Requirements
- Strong operational leadership
- Data-driven decision-making
- Focus on client experience
- Deep understanding of service delivery within a regulated financial services environment
Responsibilities
- Lead and oversee the performance of the call center operations, ensuring service levels, quality standards, and KPIs are consistently met.
- Provide direct oversight of third-party call center vendors, ensuring contractual goals and performance objectives are achieved.
- Manage call center-client interactions, including performance feedback, calibration sessions, and continuous improvement efforts.
- Respond to and resolve complex internal and external inquiries, including escalations.
- Serve as a subject matter expert on Transfer Agency policies, procedures, and regulatory requirements.
- Partner with internal stakeholders to anticipate volume fluctuations resulting from mailings, corporate actions, or other shareholder communications and proactively plan staffing needs.
- Oversee Quality Assurance and Training programs, including curriculum development, coaching, and ongoing performance management.
- Analyze call center data and develop reporting to drive operational insights and performance improvements.
- Lead forecasting and workforce planning efforts to ensure operational efficiency and cost discipline.
- Manage special projects and strategic initiatives impacting service delivery.
- Participate in operational governance meetings and recommend process improvements to enhance service and reduce risk.
Benefits
- Bonus Eligible
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
