Customer Contact Center Manager

Customer Contact Center Manager

United States-Remote

Full time

JR0028083

Together we fight for everyone’s opportunity for a better financial future.

We will do this together with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough we believe every individual and every community deserves access to financial opportunities.

We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with and those we acquire throughout our lives are understood, valued and intentionally pursued.

We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Get to Know the Opportunity:

Our Contact Center Managers manage day to day operation of the Customer Contact Center within a business unit.

Please Note: Work location for this role is FLEXIBLE! This position allows 100% remote work from home or allows work to be performed in any of our major office locations with a hybrid schedule.

The Contributions You’ll Make:

• Manage day to day operations of Customer Contact Center function.
• Accountable for ensuring team and department goals are met while demonstrating knowledge and skill in a Continuous Improvement environment.
• Responsible for driving employee engagement, development, and career growth.
• Responsible for hiring, development and performance management of staff. Conducts performance reviews with all staff. Makes compensation decisions.
• Accountable for ensuring team and individual compliance with all applicable regulatory requirements, securities laws and regulations, as well as Voya compliance procedures.
• Lead strategic improvement initiatives.
• Ensures that call queues are being actively monitored and that call responsiveness metrics are met.
• Responsible for driving team and department efficiency in support of overall department budget, with overall shared accountability for department budget results.
• Engages in RCPS to improve customer service and reduce demand.
• Serves as back-up to Customer Center Director.
• Other duties as assigned.

Minimum Knowledge & Experience:

• BA degree or equivalent work experience
• 3 -5 years of leadership experience
• Excellent organizational skills
• Excellent communication skills
• Proven leadership skills
• Ability to handle multiple priorities and motivate others
• Ability to persuade and negotiate

Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives.

Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$56,580 – $70,720 USD

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan with generous company matching contributions (up to 6%)
• Voya Retirement Plan employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time 40 hours per calendar year

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.