Customer Contact Center Manager

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

Get to Know the Opportunity:

Voya Financial is looking for a Customer Contact Manager for the Employee Benefits call center. This role will support our supplemental health and Life Claims customers. Our ideal candidate will be a strong leader who has previous experience with call center metrics and processes.

The Contributions You'll Make:

• Responsible for supervision of associates, which includes, but is not limited to, supporting new and existing associates by monitoring volume, giving timely feedback, and researching difficult requests. Acts as a liaison between associates and other teams/departments in order to ensure efficiency.
• Ensures team and individual compliance with all applicable regulatory requirements, securities laws and regulations, as well as Voya Compliance procedures.
• Supports hiring, development and performance management of staff. Conducts performance reviews. Makes compensation recommendations.
• Monitors call queues in support of department call responsiveness metrics.
• Works with employees to ensure high levels of engagement and ongoing career growth.
• Supports strategic improvement initiatives.
• Provides problem resolution and escalated call support to employees.
• Other duties as assigned.

Minimum Knowledge and Experience

• BA degree or equivalent (preferred)
• In depth knowledge of Voya products and procedures (preferred)
• Excellent written and oral communications skills
• Critical thinking skills

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Compensation Pay Disclosure:

Voya …