This site uses cookies. To find out more, see our Cookies Policy

Customer Contact Center Manager in Windsor, CT at Voya

Date Posted: 4/21/2019

Job Snapshot

  • Employee Type:
  • Location:
    Windsor, CT
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

As part of the application process, a candidate account is required to log in and view application(s).  Please be sure to check email regularly for information regarding our employment process.

Profile Summary:

Manages day to day operation of the Customer Contact Center within a business unit

Profile Description:

  • Manage day to day operations of Customer Contact Center function. 
  • Accountable for ensuring team and department goals are met while demonstrating knowledge and skill in a Continuous Improvement environment.
  • Responsible for driving employee engagement, development, and career growth.
  • Responsible for hiring, development and performance management of staff. Conducts performance reviews with all staff.  Makes compensation decisions.
  • Accountable for ensuring team and individual compliance with all applicable regulatory requirements, securities laws and regulations, as well as Voya compliance procedures.
  • Lead strategic improvement initiatives. 
  • Ensures that call queues are being actively monitored and that call responsiveness metrics are met.
  • Responsible for driving team and department efficiency in support of overall department budget, with overall shared accountability for department budget results.                                                                                                          
  • Engages in RCPS to improve customer service and reduce demand.
  • Serves as back-up to Customer Contact Center Director
  • Meets FINRA requirements to retain Series 6 and 26 registration, including but not limited to:  annual training, understanding and complying with required reporting, and staying current on FINRA and broker dealer policies and procedures, providing proper oversight and guidance to Registered Representatives under their supervision.       
  • Other duties as assigned.

Knowledge & Experience:

  • BA degree or equivalent work experience
  • Series 6 & 26 preferred
  • 5+ years professional experience                                                                                                        
  • Excellent organizational skills
  • Excellent communication skills
  • Proven leadership skills
  • Ability to handle multiple priorities and motivate others
  • Ability to persuade and negotiate


Critical Skills
At Voya, we have identified the following critical skills which are key to success in our culture: 

  • Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
  • Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
  • Team Mentality: Partnering effectively to drive our culture and execute on our common goals. 
  • Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions. 
  • Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills.


  1. Administrative Jobs
  2. Bookkeeper Jobs