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Call Center Director

Company: Ascensus
Location: Kansas City
Posted on: October 18, 2020

Job Description:

Ascensus is the largest independent retirement and government savings services provider in the United States, helping over 12 million Americans save for the future. Our Government Savings division has an exceptional opportunity for a seasoned call center leader to be responsible for the development, oversight and execution of all call center functions servicing multiple 529 College Savings and 529A ABLE plans. Successful candidates will have industry experience as well demonstrated experience leading a large group of associates and managers across multiple geographical locations. Additionally, it is critical for this individual to have a solid understanding of call center software applications to be able to successfully provide strategic direction and collaborations with peers. Technical aptitude is also vital within this role as the Director must be able to understand staffing models and align resources during peak volume seasons and unexpected changes. The ability to remain flexible and agile in thinking/acting is critical in achieving quality and timeliness service level standards mandated by partners and clients.Essential Duties and Responsibilities:Oversee all call center operations:Achieve within-standard service levels through appropriate volume and staff planning

Meet quality service levels through monitoring and ongoing coaching

Provide daily feedback and coach direct reports in leadership and management of the daily business needs

Design and deliver differentiated client experiences by taking an outside-in view

Communicate with key business partners and clients on needs and issues

Ensure compliance with all policies, procedures, regulations and guidelines

Drive initiatives that improve the client experience, increase productivity, improve quality and accuracy, and enhance associate engagement

Use data analytics to study performance and define state-of-the-industry metrics while driving teams to meet those goalsEnsure the appropriate Key Performance Indicators exist at all levels and that the supporting processes are in place to ensure best-in-class results are achieved on a consistent basis.Develop and manage organizational budgets, manage team to achieve financial targets, and identify/implement cost-saving initiatives aligned with strategic priorities
Have a keen aptitude for technology, and work with our technology teams to evolve our roadmaps and adopt new tools for improving efficiency and quality. Identify and sponsor training initiatives that enhance performance across teams in line with overall business goals and objectivesProvide mentoring & developmental opportunities to leadership in all facets of the client service rolesPartner with VP of Client Services and peers in creating and managing a strategic plan for all areas of the operation; recommend proactive improvements with a budget-conscious viewpointFacilitate and participate in meetings with partners; develop and maintain internal and external relationships across the organizationPeriodically oversee and assist with other functions and staffing needs for other areasResponsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always should be visible in your actions on a day to day basis showing your support of our organizational culture.Minimum Requirements:Bachelor s degree with 10 years professional experience

Minimum 7 years of experience in the financial services industry

5+ years of supervisory experience in the financial industry with experience in call centers and/or transfer agency staff

Knowledge of workforce management software

Requirement to obtain necessary financial series supervisory licenses if not already held, within 6 months of hire (FINRA 6 and 26 or FINRA 7 and 24)

Flexibility throughout the year with a focus on peak seasons

Prior project management and/or process improvement experience

Demonstrated technical expertise

Strong analytical, problem solving, and decision-making skills are critical for success in this role

Detail oriented, self-motivated, ability to multitask and work well under pressure

Knowledge of 529 savings plans preferred but not required

Travel required for professional development and business-related needs

Ascensus is a place to have a career, not just a job. As the largest US independent retirement and college savings services provider, we put our focus on people. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity. When you join our team, you get to go to work every day knowing that you help over 10 million Americans save for retirement and college.

Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws ('Protected Status').

Keywords: Ascensus, Kansas City , Call Center Director, Executive , Kansas City, Kansas

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