Customer Contact Center Director in Tempe, AZ at Voya

Date Posted: 10/12/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    1401 South 52nd Street
    Tempe, AZ
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/12/2018

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.

THIS POSITION IS LOCATED IN OUR NEW TEMPE, AZ LOCATION

Voya Financial is expanding our footprint in The Grand Canyon State and we are HIRING!

Imagine the career possibilities with a Fortune 500 Retirement Services Company that is consistently recognized by their employees and the marketplace – Certified as a ‘Great Place to Work’ by Great Place to Work Institute, World’s Most Ethical Companies by Ethisphere Institute, World’s Most Admired Companies by Fortune magazine, Fortune’s 2018 list of the World’s Most Admired Companies- just to name a few of the reasons why ‘We Are A Different Kind of Company’.

To learn more about our amazing culture, our dedication to local communities, competitive benefit packages and our commitment to our employees visit us at www.voya.com/careers.

PROFILE SUMMARY

Responsible for the operation of assigned call center teams.  Participates in the strategic planning and program development of the department.  Defines and plans the achievement of goals and objectives across assigned teams.  Directs and prepares studies to determine operational effectiveness and revises programs to increase quality and productivity.  Determines service standards.

PROFILE DESCRIPTION

Oversees operating systems including policies, procedures, and operating structure.  Establishes and implements product/service standards and analyzes operations and efficiency of the call center.

Assists in solution management dedicated to providing a positive work environment, fostering teamwork, growth, and maintaining a high tem morale.  Responsible for monitoring and reviewing all team reports to ensure that business is being processed in a timely manner and within service standards.

Hires, trains, develops and evaluates managers for assigned teams.  Conducts performance reviews with all staff.  Ensures overall expectations for each job are met within the team.

Maintains contacts with field organization and internal departments.  Initiates cross-disciplinary efforts to improve customer service and processing.  Maintains industry contacts as appropriate.

KNOWLEDGE AND EXPERIENCE

BA degree or equivalent

Series 6 & 26 required within six months of hire date

8-10 years’ experience in financial services with at least 5 years in management role

Excellent organizational skills

Excellent communication skills

Proven management and leadership skills

Ability to handle multiple priorities and motivate others

Ability to persuade and negotiate

#cb

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.