Manager, Call Center

About the role

This role is responsible for operational performance, vendor oversight, regulatory alignment, workforce planning, and continuous improvement initiatives. The ideal candidate will combine strong operational leadership with data-driven decision-making, a focus on client experience, and a deep understanding of service delivery within a regulated financial services environment. This individual will partner closely with senior leadership to enhance performance, optimize processes, and support strategic initiatives.

Responsibilities

• Lead and oversee the performance of the call center operations, ensuring service levels, quality standards, and KPIs are consistently met.
• Provide direct oversight of third-party call center vendors, ensuring contractual goals and performance objectives are achieved.
• Manage call center-client interactions, including performance feedback, calibration sessions, and continuous improvement efforts.
• Respond to and resolve complex internal and external inquiries, including escalations.
• Serve as a subject matter expert on Transfer Agency policies, procedures, and regulatory requirements.
• Partner with internal stakeholders to anticipate volume fluctuations resulting from mailings, corporate actions, or shareholder communications and proactively plan staffing needs.
• Oversee Quality Assurance and Training programs, including curriculum development, coaching, and ongoing performance management.
• Analyze call center data and develop reporting to drive operational insights and performance improvements.
• Lead forecasting and workforce planning efforts to ensure operational efficiency and cost discipline.
• Manage special projects and strategic initiatives impacting service delivery.
• Participate in operational governance meetings and recommend process improvements to enhance service and reduce risk.

Requirements

The successful candidate will have a bachelor's degree in a related field and at least 5 years of experience in a similar role, with a proven track record of leading and managing call center operations. Strong communication, problem-solving, and organizational skills are essential. A background in financial services and experience with regulatory compliance is preferred.

Qualifications

Proficiency in Microsoft Office Suite, familiarity with industry-standard call center software, and excellent interpersonal and customer service skills are required. A demonstrated ability to manage multiple priorities and meet deadlines is necessary.

Skills

Strong leadership, strategic thinking, and data analysis skills are crucial. Experience with AI and automation tools is beneficial, but not required.

Benefits

Broadridge offers a comprehensive benefits package, including health insurance, retirement plans, and paid time off. For more information, visit www.broadridgebenefits.com.

Pay

$90,000.00 - $100,000.00 per year. Bonus eligible.

Schedule

Full-time position.