Manager, Call Center

Location Designation: Hybrid - 2 days per week 

 

When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.

 

Business Unit Overview:

Join Service Experience, the engine powering exceptional experiences for New York Life's clients, agents and beneficiaries. You'll play a vital role in creating seamless customer experiences that build confidence, trust and loyalty. Whether you’re directly supporting clients throughout their life insurance needs or implementing innovative digital solutions, your work impacts the quality of every interaction. 

 

Role Overview:

The Call Center Manager will drive team performance, coach, and empower Customer Service Representatives to deliver high-quality service. This role involves resolving escalated customer issues, ensuring adherence to company policies, and fostering continuous improvement. This role promotes career growth, holds team members accountable to goals, and collaborates with other leaders to enhance service and morale. With a focus on engagement, innovation, and accountability, this role provides inspirational leadership, mentors the team, and ensures alignment with team objectives.

 

What You'll Do:

• Take ownership of the team’s performance, continuously driving improvement.
• Lead, coach, and empower a team of Customer Service Representatives to deliver high-quality service with minimal effort.
• Encourage employees to question the status quo, seek mutually beneficial solutions, and suggest improvements.
• Resolve escalated customer situations with full ownership.
• Apply and teach NYL policies and procedures consistently.
• Collaborate with other leaders to enhance service, save money, and boost team morale.
• Remain flexible and reliable with regards to schedule and teamwork.
• Hold team members to their goals and expectations, including disciplinary action.
• Provide daily consultations to assist service professionals in meeting customer needs.
• Support career growth through frequent coaching and mentoring.
• Foster a culture of high engagement.
• Provide inspirational leadership by being accessible, reinforcing strengths, and serving as a role model.
• Participate in core teams for new projects and additional responsibilities as needed.

 

What You'll Bring:

• FINRA Series 6 or 7 is required. Must obtain FINRA Series 26 or 24 within 1 year.
• Bachelor’s degree in Finance or Business preferred.
• 3 to 5 years of experience in a customer service environment.
• Success in creating exceptional customer experiences and providing inspirational leadership.
• Excellent verbal, written, and listening skills.
• Strong organizational skills with the ability to multitask.
• Strong interpersonal skills.
• Ability to de-escalate ambitious situations and reach resolutions.
• Strong technical and analytical skills, including experience with reporting data.
• Proficient in Word, Excel, PowerPoint, website navigation, and data entry.

 

 

​Pay Transparency

Salary Range:  $80,000-$110,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

 

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employee