National Contact Center Team Manager

Responsibilities

• Manage a team of Financial Services Consultants to ensure successful client call handling and fulfillment of transactional and informational needs
• Set day-to-day operational objectives and ensure team adherence to policies and procedures
• Monitor staff utilization and implement contingency plans to meet service levels
• Oversee compliance with supervisory policies and ensure adherence to government and state regulations (e.g., SEC, FINRA)
• Lead quality and referral call reviews with team members
• Coach and develop team members to achieve performance goals and objectives

Requirements

• 3+ years of professional work experience
• 2+ years of contact center or customer service experience
• Proven experience coaching and developing contact center teams
• Active Series 6 or 7 and Series 63 registrations
• Ability to obtain Series 24 or 26 within 120 days of hire

Preferred Qualifications

• Prior management experience
• Experience within the financial services industry
• Strong problem-solving skills to enhance processes and client experience

Benefits

• Comprehensive Total Rewards package
• Superior retirement program
• Competitive health, wellness, and work-life offerings

About the Company

TIAA is a market-leading retirement company that has delivered financial security for millions of people for more than 100 years. Founded to help educators retire with dignity, we provide a wide range of financial products and services to support the financial well-being of those working in the not-for-profit sector.