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Contact Center Associate Manager

Prudential


Location:
Jacksonville, FL
Date:
01/23/2018
2018-01-232018-02-21
Job Code:
444898
Prudential
Apply on the Company Site
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Job Details

Position Title: Contact Center Associate Manager
Job Code: 444898
Job Location: Florida-Jacksonville
Description:

The Associate Manager, Customer Service will join the Prudential Life Post Issue Contact Center, which is part of our Individual Life Insurance business. 

 

Responsible for the daily operational performance of a Life Insurance Customer Service team. Organizes the workflow of associates to provide the most effective and efficient service in accordance with established policies and procedures. Provides guidance and counsel to associates. Ensures excellent customer interactions. Recognizes, recommends and implements operational improvements. Ensures adherence to day-to-day application of organizational policies and procedures. Has full supervisory responsibility including hiring, performance management, employee satisfaction, customer experience, coaching and development. Typically supervises staff of 12-15 employees.

 


  • Minimum of two years leadership experience in Contact Center Operations preferred.
  • Bachelor's degree preferred.
  • Excellent listening, coaching, influencing and negotiating skills to help team members meet and exceed defined quality, productivity and client experience objectives. 
  • Enable the long-term success of team members through a balanced approach to performance and career development, continuous skills development and flexible career progression
  • Track, trend and identify opportunities that drive Service Level performance to goal for function(s)
  • Strong talent mindset with the ability to collaborate within and across different business groups with individuals at various levels to achieve desired results
  • Successful communicator that conducts engaging stand up meetings, team meetings, team building events and proactively contributes ideas, opinions and recommendations
  • Experience with creating emotional and intellectual connections with staff regarding their role with influencing organizational objectives and the client experience
  • Strong problem solving and issues resolution skills
  • Solid organization skills and the ability to manage multiple priorities while working under tight timelines
  • Create, implement, maintain and monitor process controls within aligned functions
  • Ability to develop talent and mobilize resources to achieve results both internally as well as vendor results through the sharing of best practices and results management
  • Ability to travel nationally and internationally to Prudential and vendor sites periodically
  • Proficient with Microsoft Office, Excel, CentreVu, Powerpoint
  • Project Management and a thorough, functional understanding of Company policies in different functional areas a plus (e.g., Quality, Business Operations Center, Human Resources, Finance, Vendor Management, Processing Areas etc.)
  • This position has a current schedule of 10:00 am - 6:00 pm. 
  • Responsibilities are not limited to the aforementioned and may change to accommodate workflow improvements and business needs.

Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit www.prudential.com to learn more about our values, our history and our brand.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at staffingagencies@prudential.com for more information about doing business with Prudential.
Job Function: Customer Service and Call Center
Schedule: Full-time
Apply on the Company Site
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