Manager, Contact Center (Remote)

      

The Contact Center Manager role is directly responsible for ensuring a superior Client experience, while managing a team of up to 12-15 front line Client Care Professionals (CCP). The CCP role handles requests from clients and financial advisors, utilizing a variety of complex system tools and processes.

The Contact Center Manager position is diverse and touches people, process, and technology across business lines to support the contact center operations. Outside of the day-to-day management of a diverse workforce in an on-premises and telecommuting work environment, this role also handles call escalations and understands workforce management practices and principles and system knowledge to help support their team members.

         

          

JOB DUTIES & RESPONSIBILITIES:

• Manage front-line teams within an operational unit, recruitment, selection, performance management, development and rewards.
• Manage work distribution, resource management and staffing levels within workgroup
• Assist in / develop team goals, priorities and metrics.
• Monitor progress toward goals, analyze variances, take correction action and adaps plans and priorites to address resource and operational challenges.
• Provide staff with on-going coaching and performance feedback.
• Resolve escalated customer cases, situations and inquiries.
• Partner with legal and compliance to conduct operations in compliance with pertinent laws and regulations.
• Participate in, represent and/or lead divisional / departmental projects or operational improvements that improve operational unit performance. 
• Understand and project input into the budgeting and forecasting process.
• Recruits, develops, and sustains a high-performing team while promoting a culture of shared accountability, operational excellence, and partnership across the organization.
• Models Thrivent’s leadership competencies – courage, collaboration, and commitment by demonstrating resiliency, working together to make the best decisions, and holding yourself and others accountable.  ​
• Supports and/or develops an environment in which Thrivent employees and colleagues are focused on continuous improvement, exceptional employee engagement, and an unwavering commitment to our clients.  Shapes and/or supports a culture that represents the Thrivent purpose, promise and values, ensuring that Thrivent’s trust and reputation remain strong with its clients.  

The individuals in the Contact Center Manager will primarily interact with their respective teams as well as training managers, Quality coaches and manager as well as Commercial Ops senior leaders to influence change and drive operational excellence for all stakeholders.

QUALIFICATIONS & SKILLS:  

Required:

• College degree or equivalent
• One plus year of demonstrated process/people leadership
• Knowledge of financial products preferred
• Professional credentials preferred (e.g., FLMA, ALHC, CLU)
• Strong communication/interpersonal skills with emphasis on customer service, conflict management, teamwork and coaching skills
• Knowledge of Thrivent Financial products and systems desired
• Experience with significantly improving processes and leading change
• Willingness to maintain an external perspective of emerging management and operations trends
• Licensing as appropriate (see chart below)

This job may require licensing (series 6, 63 or 26) which may differ by business area.  As a result, all required licenses might not be identified in the Job Qualifications section above.  Please contact your manager and/or the job description in the Job Library to confirm license requirements.  

              

Pay Transparency

 

Thrivent’s long-term growth depends on attracting, rewarding, and retaining people who are committed to helping others thrive with purpose. We accomplish this by offering a wide variety of market competitive compensation programs to attract, reward, and retain top talent. The applicable salary or hourly wage range for this full-time role is $76,132.00 - $103,001.00 per year, which factors in various geographic regions. The base pay actually offered will be determined by a variety of factors including, but not limited to, location, relevant experience, skills, and knowledge, business needs, market demand, and other factors Thrivent deems important.

 

Thrivent is unique in our commitment to helping people to be wise with money and live balanced and generous lives. That extends to our benefits.

 

The following benefits may be offered: various bonuses (including, for example, annual or long-term incentives); medical, dental, and vision insurance; health savings account; flexible spending account; 401k; pension; life and accidental death and dismemberment insurance; disability insurance; supplemental protection insurance; 20 days of Paid Time Off each year; Sick and Safe Time; 10 paid company holidays; Volunteer Time Off; paid parental leave; EAP; well-being benefits, and other employee benefits. Eligibility for receipt of these benefits is subject to the applicable plan/policy documents. Thrivent’s plans/policies are subject to change at any time at Thrivent’s discretion.

 

Thrivent provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state, or federal law. This policy applies to all employees and job applicants.

Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation, please let us know by sending an email to human.resources@thrivent.com or call 800-847-4836 and request Human Resources.