National Contact Center Team Manager
About the role
The NCC Team Manager oversees a team of Financial Services Consultants, ensuring they meet high standards of customer service and adhere to regulatory requirements. This role involves setting operational objectives, monitoring staff performance, and leading team development.
Responsibilities
- Ensures customer service calls are answered promptly and professionally.
- Maintains staff schedules and implements plans to meet service targets.
- Monitors and enforces compliance with regulatory and organizational policies.
- Led quality and referral call reviews with team members.
- Coaches and develops team members to achieve performance goals.
Requirements
- No advanced degree required, but a bachelor's degree is preferred.
- At least 3 years of work experience, with 5+ years preferred in contact centers or customer service.
- Must have FINRA registrations for Series 6, 7, 24, or 26, and obtain Series 24 or 26 within 120 days.
- Problem-solving skills to enhance processes and client experience.
- Experience in financial services industry.
- Prior management experience preferred.
Qualifications
Preferred qualifications include:
- Experience in financial services industry.
- Prior management experience.
Skills
- Adaptability
- Collaboration
- Communication
- Conflict Management
- Customer Engagement
- Digital Savviness
- Innovation
- Inspires Others
- Prioritizes Effectively
- Resourcefulness
Benefits
Not specified at this time.
Pay
$77,600/yr - $88,000/yr
Schedule
Not specified at this time.
Company Overview
TIAA is a market-leading retirement company that provides financial security for millions of people. Founded to help educators retire with dignity, TIAA now serves a diverse client base, including individuals, institutions, and governments. The company is committed to building a culture of impact, fostering innovation, and delivering meaningful results for its clients and employees.
Accessibility Support
To request reasonable accommodation during the application process, please contact our Accessibility Support Team using one of the provided options.
Drug and Smoking Policy
TIAA maintains a drug-free and smoke-free workplace.
Privacy Notices
For applicants residing in the US, please click on the links provided for more information.