Contact Center Manager

POSITION OVERVIEW:

The Preneed Contact Center Manager role is responsible for developing, overseeing, and driving a superior operational support model for Global Atlantic Individual Markets financial professionals.  The manager will focus on developing a team of client care advocates responsible for delivering an exceptional service for our clients.  They will ensure proper resource allocation and workflow of all day-to-day activities.  Additionally, the manager is responsible for leveraging data to track trends and manage team members.

The day-to-day responsibilities for the Preneed Contact Center Manager:

• Oversight of service and operations goals for a team of preneed advocates in Des Moines IA.  
• Develop, implement, and monitor team’s performance and progress towards customer service metrics and performance deliverables.
• Evaluate and improve team performance using daily reports and quality assurance applications.
• Ensure all administrative functions are performed including, payroll, time off requests and workforce management notifications.
• Develop and document service strategy, direction, and policies for team.
• Prepare and deliver presentations on key service indicators and initiatives.
• Partner with Operation’s training lead in identifying training needs and opportunities for improvement for both Internal Global Atlantic employees and TPA staff.

QUALIFICATIONS:        

• A Bachelor’s degree, and/or equivalent experience.
• Over 2 years of related experience in Preneed Operations.
• Strong focus on delivering positive client experiences.
• Ability to conduct data gathering and analysis activities.
• Self-starter with the ability to analyze situations and develop solutions to problems with minimal supervision.
• Strong research, problem solving, analytical and project management skills.
• Strong organizational skills with the ability to prioritize multiple tasks and manage time effectively.
• Outstanding interpersonal skills to motivate and lead a team through the resolution of a problem.
• Proven leadership skills with the ability to influence others including remote and work from home employees.
• Possesses and displays excellent verbal and written communication with the ability to communicate with team members at various levels, including business leaders.
• Strong level of adaptability, work ethic and high level of personal integrity and accountability.
• 10% - 15% traveling
• This position is not eligible for visa sponsorship now or in the future

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