Manager, Contact Center

Montpelier, VTfull timeOn Site

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Manager, Contact Center at Nationallifeinsurancecompany · LumiJobs

mid

$70k–$102k

H1B: no

Nationallifeinsurancecompany Manager, Contact Center leads bilingual Contact Center teams supporting Life Insurance and Annuity businesses. Oversees daily operations, coaching, and drives operational excellence across multiple sites.

Responsibilities

This position currently offers an onsite work schedule, with the expectation that you will be in the office four (4) days per week during onsite core days. Our current onsite core days are Monday, Tuesday, Wednesday, and Thursday. The work schedule type and core days are subject to change with advance notification and manager discretion.
Essential Duties and Responsibilities
Lead, mentor, and develop Contact Center representatives across multiple sites to deliver exceptional customer service.
Establish and execute individual and team goals aligned with departmental and organizational objectives.
Provide coaching, feedback, and performance management to develop associates and strengthen team performance.
Promote National Life Group's values and foster a culture of accountability, collaboration, and continuous improvement.
Monitor operations across multiple lines of business to ensure service quality, productivity, and compliance.
Collaborate with internal partners and external vendors to resolve issues and enhance service delivery.
Analyze operational metrics and provide recommendations to leadership to improve customer experience and efficiency.
Support implementation of process improvements and operational initiatives.
Ensure compliance with company policies and applicable regulatory requirements.
Perform all other duties as assigned.

Qualification

Bachelor's degree in BusinessStrong analyticalFINRA Series 6 and 26 licensesFMLIAI Proficiency ExpectationsAt National Life GroupAll applicants are expected toLeverage approved AI tools

Required

Bachelor's degree in Business, Operations Management, or a related field.
3+ years of experience in Life and/or Annuity Operations, Financial Services, or a related industry.
Minimum of 3 years of leadership experience.
Proven ability to supervise and develop diverse teams in a fast-paced environment.
Bilingual proficiency in English and Spanish (verbal and written), with the ability to communicate effectively and professionally with customers, associates, agents, and business partners in both languages.
Strong analytical, problem-solving, and decision-making skills.
Strong organizational skills and attention to detail.
Excellent interpersonal and communication skills.
Ability to contribute to process improvement initiatives.
Ability to successfully pass a background check.

Preferred

FINRA Series 6 and 26 licenses.
FMLI, ChFC, or other financial services industry designation.
Experience leading multi-site contact center operations.
AI Proficiency Expectations:
At National Life Group, we view AI as an enabler of human potential. We use AI to help us work smarter, serve more clients, and keep our promises, while remaining a relationship-driven business where our people are our greatest strength.
All applicants are expected to:
Leverage approved AI tools, where appropriate, to improve the efficiency, quality, and impact of their work.
Stay curious and open to new AI-enabled ways of working.