Customer Contact Center Manager 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:

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 as needed
  • 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 certification required within six months of hire date
  • 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

#LI-KD1

#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.