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Manager, Call Center - Employee Benefits

Manager, Call Center - Employee Benefits

American United Life Ins CoIndianapolis, IN, US
3 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

At OneAmerica Financial, our purpose is to create more certainty for our customers that leads to better moments, every day. Our commitment is to advance stability and growth in every solution and relationship. We deliver financial strength that builds for generations, and we are always aspiring, looking ahead, and collaborating to achieve more, together. Come be a part of this journey with us as we champion lives!

This selected candidate will be expected to work Hybrid in Indianapolis, IN or Portland, ME.

The Contact Center Manager plays a key role in helping OneAmerica earn the trust and loyalty of customers through leadership, integrity and responsiveness. We strive to exceed our customer's expectations by integrating the concepts of EWA (Empowerment With Accountability) into our daily operations. As we focus on developing talent through training and feedback, they become proficient at meeting our client’s needs and exceeding their expectations. It is critical for the Contact Center Manager to identify and measure the criteria that drives the desired behaviors. Additionally, it is also important to develop relationships and build trust with key stakeholders.

What you will do :

  • Lead the contact center team that is empowered to drive excellent experiences for our customers
  • Support associates in resolving complex issues and managing workloads during peak periods
  • Drive staff quality measures, conduct training and monitor productivity to ensure that service levels are maintained
  • Interact with other members of the leadership team to leverage best practices and create efficiencies
  • Engage in workflow design, vetting ideas and inviting feedback to drive successful outcomes

What you will need :

  • Bachelors Degree preferred; High School Diploma or equivalent required.
  • Minimum 5 years leadership experience (with direct reports) within Call Center environment required. Must have strong experience with coaching and mentoring.
  • Experience working with Telephony platforms and workforce management systems required.
  • Ability to work in fast paced team environment with a focus on accuracy and high quality standards
  • Experience and demonstrated success in recognizing / developing talent and nurturing a team environment that results in open collaboration, strong business results and an improved customer experience
  • Ability to appropriately own and de-escalate issues through simple problem solving identifying and defining the issue, proposing and executing solutions, as well as ensuring appropriate follow-through
  • Demonstrated ability to conduct group presentations to staff, peers and upper management
  • Excellent verbal / written communication as well as PC skills

    • Salary Band : 06A

    #LI-SC1

    This selected candidate will be expected to work hybrid in Indianapolis, IN or Portland, ME. The candidate will also be expected to physically return to the office in CA, IN or ME as business needs dictate or for team-building and collaboration.

    If you are offered and accept this position, please be advised that OneAmerica Financial does not have any offices located in the State of New York and OneAmerica Financial associates are not permitted to work remotely in the State of New York.

    Disclaimer : OneAmerica Financial is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity / expression, national origin / ancestry, age, mental / physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

    For all positions :

    Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered.

    To learn more about our products, services, and the companies of OneAmerica Financial, visit oneamerica.com / companies.

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    Call Center Manager • Indianapolis, IN, US