Coach and develop a team of 15-20 front line inbound customer service representatives that assist participants with accessing their account online and answering general questions about rollovers or withdrawals from their retirement savings products
Job Summary
Coach and develop a team of 15-20 front line inbound customer service representatives that assist participants with accessing their account online and answering general questions about rollovers or withdrawals from their retirement savings products.
Champion effective adherence to quality assurance standards, participate in call calibration sessions and ensure consistency in QA scoring.
Serve as department subject matter expert and co-facilitator for new hire onboarding and training.
Matching Summary
Coach and develop a team of 15-20 front line inbound customer service representatives that assist participants with accessing their account online and answering general questions about rollovers or withdrawals from their retirement savings products.
Skills & Requirements
Must-have
Contact Center Leadership
Retirement Savings Products
Quality Assurance Standards
Procedural and Regulatory Accuracy
New Hire Onboarding and Training
Night Shift Schedule
Nice-to-have
Customer Centric Approach
Adapt to Shifting Priorities
Tech Savvy
Collaborative and Flexible
Key Requirements
At least 3yrs experience in Contact Center
Life Insurance and/or Retirement background
Experience leading and developing teams
College graduates or undergraduates
Right to live and work in this country
Work Rights
Must have the right to live and work in this country