Customer Contact Ctr Manager-4

Oct 08, 2016
Oct 19, 2016
Employer Type
Direct Employer
Employment Type
Full Time
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 ING 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. *CB, #LI-JS1 Who is our ideal candidate? BA degree or equivalent Series 6 & 26 certification required 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 What else can we tell you? At Voya, we truly believe in making things easier for our employees and clients. We understand the link between employee and customer satisfaction and want to offer you a different type of employee experience that recognizes your contribution and acknowledges individual needs, interests and stages in life. Our facility in Windsor, CT is one of the largest office developments built in the Greater Hartford Area. The site is centrally located, has good highway access and plenty of room for on-site parking. In addition, there is a full-service cafeteria, an on-site fitness facility, and much more. The site is a smoke-free building and business casual attire is currently the standard. In addition to a competitive salary and bonus plan, we offer: Medical and dental coverage, as well as a vision care plan for employees, their spouses, children and domestic partners. 401K Savings Plan with a dollar for dollar match for the first 6% of eligible pay, multiple investment options, and immediate eligibility and vesting after 4 years. Voya Retirement Plan funded entirely by Voya provides monthly benefits at retirement based on a cash-balance formula that credits an amount to your cash-balance account each month equal to 4% of your eligible pay. Paid Time Off (PTO) bank of days for employees to use; 20 days in first full year of employment, 23 days beginning in the fifth year of employment. Health and dependent care spending accounts available. Company provided life insurance for employees; may purchase additional for self, spouses and children. Company holidays based on the NYSE calendar, jury duty, military leave, bereavement and community service time. Opportunities for professional growth and much more! Voya is an equal opportunity employer and we are committed to maintaining a diverse workforce. Voya has been recognized for many of our diversity practices: Voya has earned a perfect score in the Human Rights Campaign's annual Corporate Equality Index for seven straight years (2007-2013). Voya has received a Catalyst Award that honors exceptional initiatives from companies that support and advance women in business. Diversity Inc Noteworthy Top 25 Companies (2011). National Gay and Lesbian Chamber of Commerce, Financial Services Diversity Corporation of the Year, 2011. A World's Most Ethical Company by Ethisphere Institute (2014). Job sites have been another target for scammers. You should know: Voya will never ask you to pay a fee to become employed. We also provide all equipment to perform your job. Voya employees are then provided a password-protected site to provide personal information after they begin employment. All of our jobs can be viewed at our career web site at: If you feel that you've been a victim of fraud, contact: Your local law enforcement officials. The Federal Trade Commission. ( ). The web site with the job posting in question. . Voya Privacy policy Index Monitor