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) or cross functional CCPs. 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 handles people, process, and technology across business and product lines to support the contact center operations. Outside of the day-to-day management of a diverse workforce in a mostly telecommuting work environment, this role also handles call escalations, problem solving across product lines, IVR call routing, an understanding of workforce management practices and principles and system knowledge to help support their team members.

The Contact Center Manager is responsible for creating and running various business reports on their respective business areas and providing insight and call metrics for their operational area to implement and drive change within the contact center to improve efficiencies.

DUTIES & RESPONSIBILITIES

Manage a diverse team of front-line Client Care teams within a large Contact Center that includes problem solving, resolution and call/chat/email handling for Clients and Financial Advisors
Deep knowledge of workforce management principles and various KPIs to support contact center operations such as occupancy, Average handle time (AHT), After Call work, (ACW), Net Promoter Score (NPS), AUX time, Shrinkage, Adherence, and Staff Utilization.
Analyze and coach Voice of the Customer (VoC) survey information for your team members to optimize performance and drive the client experience
Work across product lines to avoid business impact and ensure ongoing training to support the business needs and enhance employee engagement.
Participate in, represent and/or lead divisional / departmental projects or operational improvements that improve operational unit performance.
Assist in and develop goals, priorities and metrics for team members that align with Contact Center operational standards
Ensure progress toward individual and team goals, analyze variances, take corrective action and adapt plans and priorities to address resource and operational challenges.
Partner with legal, HR and compliance to conduct operations in compliance with pertinent laws and regulations.
Recruit, develop, and sustain a high-performing team while promoting a culture of shared accountability, operational excellence, and partnership across the organization.
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.

QUALIFICATIONS & SKILLS

Required

College degree or equivalent experience
Five+ years of Contact Center experience with two years+ of demonstrated people leadership experience leading teams that collaborate cross-organizationally to achieve desired outcomes. Leader who drives vision, collaboration, and teamwork.
Knowledge of financial products
Strong communication/interpersonal skills with emphasis on customer service, conflict management, teamwork and coaching skills
Knowledge of systems and processes including Salesforce, Avaya CMS, Workforce Management and Verint call recording
Experience with identification of problems and significantly improving processes and leading through organizational change

FINRA Series 6 and 26 required or obtained within 180 days of hire/transfer, as well as the Operations Professional registration due to:

Oversight for Thrivent’s customer interaction centers, which handle customer orders, transaction processing.
Respond to customer complaints where needed
Approve any ad-hoc customer correspondence
Ensure quality and training programs are in place for licensed personnel
Ensure policy and procedures follow applicable securities rules and regulations

The product lines involved are insurance (life, DI, MS, LTC), annuity (fixed and variable), and our tax-exempt programs. Managers may oversee just specific product lines in some cases but assist and support staff/peers across product lines.

Preferred

Broad knowledge of Thrivent business, products and systems
Bilingual in Spanish is a plus

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 $104,063.00 - $140,793.00 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.

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Manager, Contact Center LIC, Remote