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Call Center Manager
in Folsom CA
Newport Group has an excellent opportunity for a Manager, Participant Service Call Center, who will perform functions to manage and develop the retirement plan call
center leaders. S/He will evaluate daily call volumes using scheduling and forecasting tools and partner with call center supervisor(s) for effective staffing. This position will participate in the strategic direction of the participant service center
and partner with internal clients.
S/He will establish, track and report on service metrics and review results in terms of service level standards, departmental objectives, and employee development & engagement. The ideal candidate will
monitor scheduling & forecasting to assure staffing levels are appropriate that ensure clients receive accurate, timely and thorough service within established budgetary levels.
S/He will prepare special and periodic reports on departmental
activity and significant service issues affecting customer satisfaction as required. The Manager, Participant Service Call Center will prepare proposals to management for enhancements or changes.
The Manager, Participant Service Call Center
will research new issues to determine impact on call center administration and communicate with staff and management on daily processing issues.
3-5 years call center management experience, holding
leadership responsibilities to supervisors.
Bachelor’s Degree required
Experience and familiarity with using Five9, Authority, or other call center technology tools (i.e. workforce management, etc.)
skills, works well across functional areas, team player
Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision
3+ year’s retirement services experience is highly
desired (NQ knowledge a bonus)
Experience working in a multi-site call center environment preferred