Contact Center Manager

About the role

We are driven to do more. More for our customers and the financial professionals who offer our products. If you are driven to do more and love the challenge of pursuing more, Athene is your kind of company. You will find we offer more than the basics to create an inclusive and dynamic work environment at our various locations. At Athene, we’re transforming the way we serve customers and support our employees. We’re looking for a leader who thrives in a fast-paced environment, embraces change, and is passionate about developing people.

Accountabilities

• Lead and develop teams, including coaching and developing customer service professionals
• Create a culture of accountability, engagement, and growth
• Provide clear expectations, feedback, and support
• Help teams successfully navigate organizational, process, and technology changes
• Communicate with clarity and build commitment to new ways of working
• Maintain performance and engagement during periods of transformation
• Drive results and improvement using data and insights to improve team performance and customer experience
• Partner across the organization to solve problems and improve processes
• Encourage innovation and challenge the status quo

Qualifications and Experience

• 5+ years of technical experience with 2+ years of people leadership experience
• Proven ability to coach, develop, and motivate teams
• Experience leading through change and driving results
• Strong communication, collaboration, and problem-solving skills
• Financial services experience preferred
• Contact center leadership experience is a plus, not a requirement
• Bachelor’s degree or equivalent experience preferred

What Success Looks Like

• Employees are engaged, growing, and performing at a high level
• Teams consistently deliver exceptional customer experiences
• Change is implemented successfully with strong adoption
• Process improvements create measurable business impact