Call Center Manager
Location:
Cleveland , Ohio
Posted:
November 22, 2017
Reference:
59728-en_US

New York Life Insurance Company (“New York Life” or “the company”) is the largest mutual life insurance company in the United States*. Founded in 1845, New York Life is headquartered in New York City, maintains offices in all fifty states, and owns Seguros Monterrey New York Life in Mexico.

 

New York Life is one of the most financially strong and highly capitalized insurers in the business. The company reported 2015 operating earnings of $1.875 billion. Total assets under management at year end 2015, with affiliates, totaled $528 billion. New York Life holds the highest possible financial strength ratings currently awarded to any life insurer from all four of the major ratings agencies: A.M. Best, A++; Fitch AAA; Moody’s Aaa; Standard & Poor’s AA+. (Source: Individual Third Party Ratings Report as of 8/11/15).

 

Financial strength, integrity and humanity—the values upon which New York Life was founded—have guided the company’s decisions and actions for over 170 years.

The Customer Service department provides Inforce customer service to over 12,000 agents and 3.5 million clients for life insurance, annuities, and NYLIFE Securities sold through our agent distribution channel. Our organization is responsible for over 30 million touch points with customers each year through our different service channels, including over the phone, via our correspondence, online, through the Interactive Voice Response (IVR) system, and more.

 

We are seeking a dynamic and forward thinking leader to manage an Inbound Call Center at our Cleveland Service Center. Key responsibilities are to develop, direct and lead a call center team to achieve the service center’s business objectives.

 

  • Lead and coach a team of Customer Service Representatives
  • Conduct and perform quality monitoring, calibration sessions and coaching feedback to each individual team member
  • Ability to identify performance inequities, training needs and develop and deliver documented plans to achieve and exceed goals
  • Daily, Weekly, Monthly, YTD reporting on team and individual performance
  • Responsible for the performance management process to include writing and delivering performance appraisals and applicable progressive disciplinary actions
  • Manage escalated customer service issues
  • Demonstrate advance knowledge of NYL products, processes and guidelines to ensure compliance and strong Customer Satisfaction Results

 

:

  • Bachelor's Degree, Finance or Communications or Business discipline preferred
  • 3 to 5 years of experience managing call center, quality monitoring and surveying tools preferred
  • 3 to 5 years of experience managing real-time monitoring of call center agents to monitor productivity, metrics, employee demeanor, technical accuracy, and conformity to company policies
  • Industry recognized courses and designations (ie. like LOMA but not limited to).Certifications (ie. Call Center Associate Certification)and other relative activities highly preferred
  • Excellent verbal and written communication skills along with listening skills
  • Positive, customer focused attitude with a desire to exceed customer expectations, as well as develop team members
  • Strong technical and analytical skills required (Proficient PC skills including Word, Excel, Lotus Notes with the ability to navigate multiple applications)
  • Development of departmental objectives for the team to ensure task completion; coordinates work activities with other supervisors

     

The Call Center Manager will undergo a comprehensive on the job training environment to learn about the insurance industry, product and policy provisions and transaction processing. Coaching and feedback is provided to help you gain the necessary skills to be successful.

 

This is a full-time position Monday through Friday. Candidates should be flexible to work any shift between 7:45 am – 7:00 pm.

 

Competitive base salary, plus bonus eligibility

 

Paid Vacation, Health Care, 401K match, Pension Plan, Tuition Assistance, Flexible Spending Accounts

 

New York Life offers a variety of corporate opportunities within the Service Organization, including management, quality control, training, underwriting and claims.

 

 

SF:LI-JM1

SF:EF-JM1

 

EOE M/F/D/V

 

If you have difficulty using or interacting with any portions of this Web site due to incompatibility with an Assistive Technology, if you need the information in an alternative format, or if you have suggestions on how we can make this site more accessible, please contact us at: (212) 576-5811.

 

*Based on revenue as reported by “Fortune 500, Ranked within Industries, Insurance: Life, Health (Mutual),” Fortune Magazine, June 15, 2015.  See http://fortune.com/fortune500/2015/  for methodology.

1. Operating earnings is the key measure use by management to track Company’s profitability from ongoing operations and underlying profitability of the business. This indicator is based on generally accepted accounting principles in the US(GAAP), with certain adjustments Company believes to be appropriate as a measurement approach ( non GAAP), primarily the removal of gains or losses on investments and related adjustments.

2. Assets under management represent Consolidated Domestic and International insurance Company Statutory assets (cash and invested assets and separate account assets) and third party assets principally managed by New York Life Investment management Holdings LLC, a wholly owned subsidiary of New York Life Insurance Company.


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