Manager - Customer Contact Center in Windsor, CT at Voya

Date Posted: 2/12/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Windsor, CT
  • Job Type:
    Management
  • Experience:
    Not Specified
  • Date Posted:
    2/12/2018

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.

Profile Summary:
We are searching for a  Customer Contact Center Manger to lead the call center in our Windsor, CT location.


Profile Description:

  • Manage day to day operations of Contact Center function.  Accountable for ensuring team and department goals are met.
  • 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.
  • Other duties as assigned.

Knowledge & Experience

  • BA degree or equivalent experience
  • Series 6 required & 26 certification required within 6 months of hire
  • 7+ years’ experience in product area with 1-3 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

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.