The National Contact Center Leader manages teams of professionals and managers in support of contact center operations, guiding the work of the function and/or assigned sites
Job Summary
The National Contact Center Leader manages teams of professionals and managers in support of contact center operations, guiding the work of the function and/or assigned sites.
Key responsibilities include directing the design and development of systems, standards, targets, and customer feedback mechanisms to monitor customer service performance.
TIAA offers a comprehensive Total Rewards package designed to make a positive difference in the lives of associates and their loved ones, including a superior retirement program and highly competitive health, wellness, and work-life offerings.
Matching Summary
The National Contact Center Leader manages teams of professionals and managers in support of contact center operations, guiding the work of the function and/or assigned sites.
Salary
Base: $126,000/yr - $148,000/yr; Bonus/Equity: Participation in an incentive program linked to performance; Benefits: Comprehensive Total Rewards package
Skills & Requirements
Must-have
Contact center performance standards
Customer service budget management
Cross-functional stakeholder communication
Directing contact center staffing
Nice-to-have
Inspires others
Customer engagement
Digital savviness
Innovation
Collaboration
Key Requirements
8+ Years Work Experience Required
10+ Years Work Experience Preferred
5+ yrs of Management experience
5+ yrs of Contact Center Experience
Series 7 required
Series 63 required
Series 24 required or ability to get within 120 days of hire