Thrivent

Manager, Contact Center

Thrivent

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Salary

💰 $104,063 - $140,793 per year

Job Level

Mid-LevelSenior

About the role

  • Manage a diverse team of front-line Client Care teams within a large Contact Center that includes problem solving, resolution and call/chat/email handling for Clients and Financial Advisors
  • Deep knowledge of workforce management principles and various KPIs to support contact center operations such as occupancy, Average handle time (AHT), After Call work, (ACW), Net Promoter Score (NPS), AUX time, Shrinkage, Adherence, and Staff Utilization.
  • Analyze and coach Voice of the Customer (VoC) survey information for your team members to optimize performance and drive the client experience
  • Work across product lines to avoid business impact and ensure ongoing training to support the business needs and enhance employee engagement.
  • Participate in, represent and/or lead divisional / departmental projects or operational improvements that improve operational unit performance.
  • Assist in and develop goals, priorities and metrics for team members that align with Contact Center operational standards
  • Ensure progress toward individual and team goals, analyze variances, take corrective action and adapt plans and priorities to address resource and operational challenges.
  • Partner with legal, HR and compliance to conduct operations in compliance with pertinent laws and regulations.
  • Recruit, develop, and sustain a high-performing team while promoting a culture of shared accountability, operational excellence, and partnership across the organization.
  • Supports and/or develops an environment in which Thrivent employees and colleagues are focused on continuous improvement, exceptional employee engagement, and an unwavering commitment to our clients.
  • Shapes and/or supports a culture that represents the Thrivent purpose, promise and values, ensuring that Thrivent’s trust and reputation remain strong with its clients.

Requirements

  • College degree or equivalent experience
  • Five+ years of Contact Center experience with two years+ of demonstrated people leadership experience leading teams that collaborate cross-organizationally to achieve desired outcomes
  • Leader who drives vision, collaboration, and teamwork
  • Knowledge of financial products
  • Strong communication/interpersonal skills with emphasis on customer service, conflict management, teamwork and coaching skills
  • Knowledge of systems and processes including Salesforce, Avaya CMS, Workforce Management and Verint call recording
  • Experience with identification of problems and significantly improving processes and leading through organizational change
  • FINRA Series 6 and 26 required or obtained within 180 days of hire/transfer, as well as the Operations Professional registration due to: Oversight for Thrivent’s customer interaction centers, which handle customer orders, transaction processing
  • Respond to customer complaints where needed
  • Approve any ad-hoc customer correspondence
  • Ensure quality and training programs are in place for licensed personnel
  • Ensure policy and procedures follow applicable securities rules and regulations.
Benefits
  • various bonuses (including, for example, annual or long-term incentives)
  • medical, dental, and vision insurance
  • health savings account
  • flexible spending account
  • 401k
  • pension
  • life and accidental death and dismemberment insurance
  • disability insurance
  • supplemental protection insurance
  • 20 days of Paid Time Off each year
  • Sick and Safe Time
  • 10 paid company holidays
  • Volunteer Time Off
  • paid parental leave
  • EAP
  • well-being benefits
  • other employee benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
workforce managementKPI analysisproblem solvingperformance coachingprocess improvementcustomer serviceconflict managementteam leadershipfinancial product knowledgeorganizational change
Soft skills
communicationinterpersonal skillsteamworkcollaborationvision drivingemployee engagementshared accountabilityoperational excellenceadaptabilitycoaching
Certifications
FINRA Series 6FINRA Series 26Operations Professional registration