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1May

Manager, Retirement Contact Center

Prudential Financial, Dubuque, IA

Prudential is a company of smart, ambitious professionals working together across a multitude of disciplines. Together, we are building a better financial future for our customers and our communities around the globe. At Prudential, we understand that a company is only as good as its people. This simple fact is central to all that we do.

 

Working in a dynamic, fast paced environment, the Contact Center Manager plans, organizes and manages an operation which provides customer service functions for our Retirement division through multiple channels, including phone, email, web and click - to - chat functionality. The candidate selected for this role will have direct influence on business outcomes relative to the customer experience.  In this role, you will:

 

  • Develop and monitor workflow relative to the handling of primarily inbound customer contacts from plan participants.

  • Responsible for managing day to day contact center activities including real time decision making, capacity management, and accountability for achieving service standards.

  • Prepares progress reports for upper management.

  • Has oversight of 60+ associates with direct responsibility for up to 10.

  • Approve personnel activities which will include hiring, training/development, evaluation, managing pay, and performance management with an eye towards talent acquisition and retention of high performing staff.

  • Implement strategies to maintain strong employee morale.

  • Participate in initiatives aimed at reducing cost to serve and enabling new service channels.

  • College degree or equivalent experience in Financial Services, Retirement Services or related industry preferred.

  • Typically requires 3-5 years of supervisory experience, preferably within a Contact Center environment.

  • Experience leading multiple cross functional teams a plus.

  • Experience with cross functional project teams acting as lead or subject matter expert

  • Proven ability to make decision quickly with limited oversight.

  • Ability to handle multiple work responsibilities and meet established targets.

  • Ability to work with tight deadlines and demonstrate flexibility with scheduling and setting priorities.

  • Strong talent mindset with the ability to collaborate within and across different business groups with individuals at various levels to achieve desired results.

  • Experience in multi-channel customer service, including chat and social media preferred.

  • Ability to travel up to 30% of the time

  • Series 6, 26, and 63 FINRA licenses required upon hire or within 120 days of hire.

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Job Details

Req Num DUB0000A
ID 142635
Location
Dubuque, IA
Positions 1
Type
Employee
Status
Full Time
Pay --
Categories
Customer Service
Management/Executive
Benefits

Preferred Candidates

Years of Experience 2-5 Years
Education --

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