Director, National Contact Center

tiaa.jobs

Unknown
Base: $126,000pyr - $148,000pyr; bonus/equity: per...
Contact center operations management
Customer service performance monitoring
Staffing and scheduling oversight
The National Contact Center Leader manages teams and implements standards to ensure high contact center performance across the organization

Job Summary

  • The National Contact Center Leader manages teams and implements standards to ensure high contact center performance across the organization.
  • TIAA offers a comprehensive Total Rewards package including a superior retirement program and competitive health, wellness, and work-life benefits.
  • The company fosters a collaborative in-office environment with a culture focused on client obsession, integrity, and continuous associate growth.

Matching Summary

The National Contact Center Leader manages teams and implements standards to ensure high contact center performance across the organization.

Salary

Base: $126,000/yr - $148,000/yr; Bonus/Equity: Performance-linked incentive programs possible; Benefits: Comprehensive total rewards including retirement and health

Skills & Requirements

Must-have

  • Contact center operations management
  • Customer service performance monitoring
  • Staffing and scheduling oversight
  • Budget and resource allocation management
  • Coaching and team development

Nice-to-have

  • Managing managers
  • Driving KPI achievement
  • Cross-functional stakeholder communication
  • Adaptability and collaboration
  • Customer engagement
  • Innovation and resourcefulness

Key Requirements

  • 8+ years work experience
  • 5+ years management experience
  • 5+ years contact center experience
  • Series 7 registration required
  • Series 63 registration required
  • Series 24 registration required or ability to obtain within 120 days

Work Rights

Not specified

Tailored Resume

Cover Letter