Contact Center Manager

TL;DR

Contact Center Manager (Annuities): Oversee team of Client Care Professionals handling complex client and financial advisor requests across annuities and other financial products with an accent on workforce management, KPIs, and operational efficiencies. Focus on analyzing call metrics, coaching performance via VoC surveys, cross-product problem-solving, and leading improvements in contact center operations.

Location: Remote (on-premises and telecommuting environment)

Salary: $104,063 - $140,793 per year

Company

Financial services organization focused on annuities, insurance, and tax-exempt programs, committed to client experience and operational excellence.

What you will do

• Manage diverse team of 12-15 front-line Client Care Professionals, handling escalations, problem-solving, and call resolution.
• Apply workforce management principles and KPIs (occupancy, AHT, ACW, NPS, shrinkage, adherence) to optimize operations.
• Analyze VoC surveys, coach team performance, and drive client experience improvements.
• Collaborate across product lines for training, business support, and employee engagement.
• Lead projects, develop goals/metrics, monitor progress, and ensure compliance with legal/HR standards.
• Recruit, develop high-performing team, and model leadership competencies like courage, collaboration, and commitment.

Requirements

• College degree or equivalent experience
• 5+ years contact center experience, including 2+ years people leadership
• Knowledge of financial products (annuities, insurance)
• Strong communication, customer service, conflict management, coaching skills
• Systems knowledge: Salesforce, Avaya CMS, Workforce Management, Verint
• FINRA Series 6 and 26 required (or within 90 days), Operations Professional registration
• Process improvement, change leadership, professional representation

Nice to have

• Broad knowledge of hirify.global business, products, systems
• Bilingual in Spanish

Culture & Benefits

• Market-competitive compensation with bonuses and incentives
• Medical, dental, vision insurance; HSA, FSA; 401k; pension
• 20 days PTO, sick/safe time, 10 paid holidays, volunteer/parental leave
• EAP, well-being benefits, disability/supplemental insurance
• Focus on continuous improvement, employee engagement, shared accountability
• Commitment to EEO and reasonable accommodations