Customer Contact Center Manager

Job Summary

A company is looking for a Customer Contact Center Manager to support their Employee Benefits call center.

Key Responsibilities

• Supervise associates and monitor call volume, providing feedback and support
• Ensure compliance with regulatory requirements and Voya procedures
• Conduct performance reviews and support employee development and engagement

Required Qualifications

• BA degree or equivalent (preferred)
• In-depth knowledge of Voya products and procedures (preferred)
• Experience with call center metrics and processes
• Ability to support hiring and performance management of staff
• Experience in problem resolution and escalated call support