Contact Center Manager

This role leads a team of frontline Customer Service Representatives responsible for delivering high-quality service across inbound calls and digital channels. The Contact Center Manager is accountable for team performance, coaching effectiveness, and operational execution while fostering a culture of continuous improvement.

This leader goes beyond day-to-day management—they actively develop their leaders, challenge existing processes, and drive innovation to improve both the customer and employee experience. Success in this role requires balancing performance metrics with people development, while leading the team through ongoing change in a dynamic environment.

• Lead, develop, and coach Team Leads and Customer Service Representatives to achieve performance, quality, and customer experience goals
• Establish a strong coaching culture focused on skill development, not just performance management
• Provide clear expectations, consistent feedback, and accountability across all levels of the team
• Identify and address performance gaps through structured coaching and development plans

• Drive results across key contact center metrics (e.g., service level, AHT, quality, CSAT, occupancy)
• Monitor trends and proactively address risks to performance and customer experience
• Ensure adherence to policies, procedures, and regulatory requirements
• Partner cross-functionally to resolve escalations and improve end-to-end processes

• Lead the team through organizational, process, and system changes with clarity and consistency
• Translate change into clear expectations and actionable behaviors for frontline teams
• Anticipate resistance, address concerns, and reinforce adoption through coaching and communication
• Maintain team engagement and performance during periods of change

• Challenge existing processes and identify opportunities to improve efficiency, quality, and customer experience
• Encourage team members to bring forward ideas and solutions
• Leverage data and frontline insights to drive process improvements and operational enhancements
• Act as a strategic partner within leadership to influence improvements beyond the immediate team

• Leaders on your team consistently coach effectively and improve performance over time
• Your team meets or exceeds performance goals while maintaining strong customer experience
• Employees are engaged, clear on expectations, and developing their skills
• You identify and implement improvements that positively impact operations
• Your team successfully navigates change with minimal disruption and strong adoption

• A minimum of 2+ years of management/supervisory experience
• 5+ years technical experience required
• Experience with annuities and/or financial services products required.
• Knowledge of annuity administration systems, procedures, policy provisions, and tax implications preferred
• Ability to collaborate and function as a strategic partner on the leadership team
• Communicate effectively using verbal and written methods
• Bachelors’ degree or equivalent experience preferred