National Contact Center Team Manager
TIAA•Frisco, TX
•Onsite
About The Position
The NCC Team Manager manages a team of Financial Services Consultants, ensuring individual and team success in taking calls from clients and fulfilling both their transactional needs and their product and services informational needs. This job sets day-to-day operational objectives for team members and ensures that policies and procedures are understood and followed by direct reports.
Requirements
- 3+yrs of work experience
- 2+yrs of Contact Center or Customer Service experience
- Experience coaching and developing contact center teams.
- Series 6 or 7 and Series 63 required.
- Must obtain your Series 24 or 26 within 120 days.
Nice To Haves
- Problem solving skills to enhance processes and client experience.
- Experience in financial services industry.
- Prior Management experience preferred
Responsibilities
- Ensures customer service calls are answered in a timely, efficient and knowledgeable manner.
- Monitors staff utilization and implements contingency plans to ensure service levels are being met.
- Oversees compliance of supervisory policies/procedures and teams.
- Ensures the team's adherence to government, state and organization regulations (e.g. SEC, FINRA, state Insurance Department, etc.).
- Leads quality/referral call reviews with team members.
- Coaches and develops team members to achieve performance goals and objectives.
Benefits
- superior retirement program
- highly competitive health, wellness and work life offerings
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
