While this position is fully remote, we are only registered and can proceed with qualified candidates in the following states: AL, AZ, FL, GA, ID, IL, IN, IA, MD, MA, MI, MN, MS, MO, NJ, NC, OH, OK, TN, TX, VA, WV

About Us:

Slavic401k is an innovative leader in retirement services and a top provider of 401(k) plans to more than 12,000 employers and 250,000 employees across the U.S. With over $9B in assets under management and growing, Slavic401k is one of the fastest growing 401(k) providers in the U.S. Established over 35 years ago by current president and CEO John Slavic, Slavic401k specializes in multiple employer 401(k) plans and have built our business around providing a 401(k)-administration platform that is custom-tailored to the meet the unique needs of PEOs, associations and service bureaus.

Our participant-investors have entrusted us with a significant portion of their earnings - a portion of their work - and therefore a portion of their livelihood. Our stewardship of that livelihood is something we don’t take lightly, and that’s why words like honesty, transparency, integrity & fairness are spoken regularly within our walls.

We’re transforming the retirement savings industry and are looking to bring on talented professionals’ diverse perspectives. We foster a working environment that generates new ideas, promotes ownership and experimentation and encourages highly motivated individuals to be truly creative.

Slavic401k is proud to offer our associates an enriched benefit package including PTO and paid time off to serve within your community, health, dental, vision, life Insurance, short term disability, educational assistance, paid parental leave and 401k with a structured company match. Whether you are starting your career or looking to advance in your profession, we encourage you to join our team of associates at Slavic401k.

Job Description

Job Title: Customer Service Manager - Contact Center

Department: Customer Service FLSA Status: Exempt Job Status: FT

Reports To: Customer Service Senior Director Positions Supervised: 401k Specialists

Work Schedule: Monday Friday, TBD Available Between 8:00 AM 8:00 PM EST

POSITION SUMMARY

The Customer Service Manager - Contact Center works closely with the Senior Director of Customer Service Operations and peers to ensure the optimal level of superior customer service and efficiency is maintained for all calls. This role provides leadership to Customer Service 401k Specialists by providing coaching, guidance, feedback, as well as functioning as a backup to the Senior Director of Customer Service Operations. With limited guidance, the Customer Service Manager - Contact Center will effectively lead Contact Center 401k Specialists by ensuring accountability to time on the phone, customer satisfaction levels, reviewing Contact Center KPIs, creating development plans, and motivating the team by example.

ESSENTIAL FUNCTIONS

• With minimal guidance, effectively lead daily operation within the Contact Center by providing coaching and ensuring accountability for a team of 10-15 associates.
• Responsible for ensuring team KPIs are met including (but not limited to) call handle time, quality, and adherence goals by reviewing, setting, and tracking progress toward team goals and identifying areas of strength and opportunity.
• Responsible for ensuring department KPIs are met within the Contact Center including (but not limited to) service level, abandon rates, NPS, and CSAT.
• Effectively manage training and motivating staff, including hiring and retaining talent, handling personnel administration, and performance management.
• Collaborate closely with the Senior Director and Work Force Management to ensure appropriate staffing and service delivery to meet daily, monthly, and yearly service level goals.
• Collaborate closely with Quality Assurance to ensure that monthly internal and external QA goals are met as a team and individually for associates. This includes attending call calibration sessions to ensure consistency with QA standards when coaching.
• Foster an environment that drives motivation, accountability, and process improvement by providing guidance and coaching to the team to achieve business objectives.
• Provide guidance and support to associates for calls, chats, and/or emails to effectively resolve customer issues using problem solving and root cause analysis. This includes ensuring all associates are trained on problem solving methodology and tactics.
• Participate in department initiatives to increase efficiencies, decrease cost, and document changes in processes and procedures to identifying trends and counter measures by reviewing team performance metrics on an intra-day, daily, monthly, and annual basis.
• Demonstrate familiarity with data driven decision making by leveraging team data and analytics, trending, and voice of the customer to effectively drive towards team goals.
• Serve as an escalation expert for 401k Specialists, Senior 401k Specialists, and Team Leads when needed for participants, PEOs, standalone plans, payroll companies, and worksites.
• With leadership and senior leadership guidance, successfully lead and implement small to medium scale projects directly related to achieving business goals.
• Help further develop and improve Contact Center systems through RingCentral, Workforce Management, SalesForce, and chat tools to improve the participant experience.
• Continue to develop leadership skills by attending ongoing training provided by management as well as outside training.

SKILLS & ABILITIES

• Demonstrates strong leadership and mentoring skills.
• Skilled decision maker, motivator, and encourager.
• Strong analytical skills.
• Adaptability and keen attention to detail Superior customer service skills.
• Highly articulate with excellent interpersonal skills.
• Ability to build internal relationships and communicate effectively with peers.
• Ability to work independently with minimal oversight by manager.
• Effective organizational skills and ability to handle multiple assignments at a given time.
• Ability to prioritize competing tasks in a fast-paced environment.
• Self-motivated, enthusiastic, and takes initiative.
• Strong written and oral communication skills.
• Proactive problem-solving skills.
• Proficiency using Microsoft Office.

Experience

• 5+ years of Contact Center experience required
• 3+ years of experience leading a team of 5+ in a Contact Center
• 1+ year of workforce management exposure including working knowledge of ACD systems such as RingCentral, Avaya, Verint, NICE Incontact, NICE CXone, etc.
• 1+ years of Salesforce experience preferred but not required

Education

• Bachelors degree in Business or related field preferred, or equivalent work experience

Certificates & Licenses

• New hire 401k compliance course passed within 90-days of hire with 70% or higher

PHYSICAL DEMANDS

• Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

WORK ENVIRONMENT

• Extended sitting and computer work.
• Must have the ability to work remotely – including secure, reliable Wi-Fi, quiet home workspace, and excellent time management skills.
• While this position is fully remote, we are only registered and can proceed with qualified candidates in the following states: AL, AZ, FL, GA, ID, IL, IN, IA, MD, MA, MI, MN, MS, MO, NJ, NC, OH, OK, TN, TX, VA, WV