Manager, Retirement Call Center

Alternate Locations: Work from Home; Fort Wayne, IN (Indiana)

 

 Work Arrangement:

Hybrid/Flexible : Work at home and use the office as appropriate for in-person collaboration.

 

Relocation assistance:  is not available for this opportunity.

 

Requisition #: 74043

 

The Role at a Glance

We are excited to bring on a Manager to join the Call Center supporting our Retirement Plan Services organization to work in a remote environment. 

 

Background Details
As a Manager within the Retirement Plan Services Call Center, you will manage an assigned team within the Call Center to provide leadership, coaching and process management to ensure a positive experience for our participants, peers, and partners. You will build relationships cross functionally that lead to providing excellent customer service, increasing revenue, and reducing risk. You will drive process improvements to deliver quality results, increase customer satisfaction, standardize, and simplify the experience across products, and enhance the Lincoln brand. 

What you'll be doing

• You will lead a dynamic team in an environment that is constantly changing due to reengineering efforts as well as strategic and organizational initiatives. You will maintain knowledge on current and emerging developments/trends, assesses the impact, and collaborate with management to incorporate new trends and developments in current and future solutions. In addition, you are responsible for processes and procedures for your team.
• You will serve as a resource to team members and internal/external stakeholders on more complex assignments/projects, including reviewing complex escalated issues and concerns from participants, peers, and partners. You will review, resolve and respond to more complex escalated issues and concerns and escalate any issues as needed to management. 
• You will establish and implement, with your peer group, individual and team priorities, performance goals and objectives to ensure completion of responsibilities. In addition, you will provide training and development opportunities, including stretch assignments, for the team while providing open and honest feedback to aid in the development of talent. 
• You will maintain collaborative relationships with key internal/external stakeholders.
• You will manage the processes and administration of customer inquiries while ensuring accurate, fair and efficient call management. In addition, you will manage workloads to ensure appropriate balance amongst the team. 
• You will forecast telephone volumes and short and long-term staffing requirements for your team. 

What we’re looking for

Must-haves:

• 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) 
• 5+ Years of experience in Client Services that directly aligns with the specific responsibilities for this position, including 2+ years of managerial, supervisory, and/or demonstrated leadership experience
• Excellent organization skills with the ability to prioritize workload
• Strong communication, negotiation, relationship building, strategic, & interpersonal skills
• Demonstrates ability to successfully hire, retain, develop, and coach staff via a culture of real-time performance feedback

Nice-to-haves:  

• Retirement plan operations experience
• Project management experience 

Application Deadline

Applications for this position will be accepted through January 3, 2025, subject to earlier closure due to applicant volume. 

 

What’s it like to work here?

At Lincoln Financial Group, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future. 

 

What’s in it for you:

• Clearly defined career tracks and job levels, along with associated behaviors for each Lincoln leadership Attribute.

• Leadership development and virtual training opportunities

• PTO/parental leave

• Competitive 401K and employee benefits

• Free financial counseling, health coaching and employee assistance program

• Tuition assistance program

• A leadership team that prioriti