Manager, Call Center (Financial Services)

Location: Edgewood, NY, United States; onsite

Salary: $90,000–$100,000 per year, plus bonus eligibility

Company

hirify.global provides financial services technology and transfer agency services.

What you will do

• Lead call center operations and ensure service levels, quality standards, and KPIs are consistently met.
• Oversee third-party call center vendors, contractual goals, performance objectives, and client interactions.
• Respond to complex internal and external inquiries, including escalations, and support calibration and continuous improvement efforts.
• Serve as a subject matter expert on Transfer Agency policies, procedures, and regulatory requirements.
• Forecast volumes related to mailings, corporate actions, and shareholder communications, and plan staffing needs.
• Oversee quality assurance, training, reporting, workforce planning, special projects, governance meetings, and service delivery improvements.

Requirements

• Strong operational leadership and data-driven decision-making skills.
• Deep understanding of service delivery in a regulated financial services environment.
• Experience overseeing call center performance, vendors, quality assurance, training, and workforce planning.
• Ability to analyze call center data, develop operational reporting, and recommend process improvements that enhance service and reduce risk.
• Ability to manage complex inquiries, escalations, strategic initiatives, and collaboration with senior leadership and internal stakeholders.

Culture & Benefits

• Collaborative, engaging, and inclusive workplace environment.
• Environment focused on helping associates feel safe, understood, valued, and empowered to contribute authentically.
• Comprehensive benefits offerings.
• Bonus eligibility.
• Reasonable accommodations are available during the application and hiring process.