Voya Services Company
Customer Contact Center Manager
Hartford, CT · Part-time
Sponsorship not specified$79k-$99kDetected 23 days ago
NegotiationProcess ImprovementPerformance ManagementLeadershipCommunicationProblem SolvingCritical ThinkingMentoring
About the role
- As a Contact Center Manager, you will lead the day-to-day operations of the Contact Center function, ensuring delivery against team and departmental goals.
- This role is accountable for driving employee engagement, developing talent, maintaining compliance with regulatory and internal standards, and leading strategic improvements to enhance service quality and operational efficiency.
Responsibilities
- Manage daily Contact Center operations, ensuring team and departmental performance goals are consistently met
- Drive employee engagement, development, and career growth across the team
- Lead hiring, onboarding, performance management, and compensation decisions for staff
- Lead and execute strategic initiatives to improve processes and outcomes
- Drive team efficiency and contribute to department budget performance and cost management
- Perform other duties as assigned
- Builds a high-performing team through hiring, coaching, performance management, and career development.
- Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
- Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
Requirements
- Bachelor's degree (BA) or equivalent experience
- 7+ years of experience in a related product area
- 1-3 years of experience in a management or leadership role
- Proven leadership and management capabilities
Nice to have
- Experience leading contact center operations or similar customer-facing teams
- Track record of driving process improvements and operational efficiency
- Experience managing within a regulated financial services environment
Skills
- Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.
- Learn more about Critical Skills
- Equal Employment Opportunity
- Voya Financial is an equal-opportunity employer.
- Reasonable Accommodations
- Voya is committed to the inclusion of all qualified individuals.
- Misuse of Voya's name in fraud schemes
Compensation
- Lead hiring, onboarding, performance management, and compensation decisions for staff
Benefits
- Health, dental, vision and life insurance plans
- 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.
- Learn more about Voya benefits (download PDF)
Company info
- Together we fight for everyone's opportunity for a better financial future.
- We will do this together - with customers, partners and colleagues.
- Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
- Partnering effectively to drive our culture and execute on our common goals.
- At Voya, we have identified the following critical skills which are key to success in our culture:
Equal opportunity
- Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.
- As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations.
- If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.
Visa & Work Authorization
- Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation
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This listing is sourced directly from Voya Services Company's careers page and normalized into a canonical job model.