Manager Contact Center Remote

The Contact Center Manager role is directly responsible for ensuring a superior Client experience while managing a team of up to 1215 front line Client Care Professionals (CCP). The CCP role handles requests from clients and financial advisors utilizing a variety of complex system tools and processes.

The Contact Center Manager position is diverse and touches people process and technology across business lines to support the contact center operations. Outside of the daytoday management of a diverse workforce in an onpremises and telecommuting work environment this role also handles call escalations and understands workforce management practices and principles and system knowledge to help support their team members.

JOB DUTIES & RESPONSIBILITIES:

• Manage frontline teams within an operational unit recruitment selection performance management development and rewards.
• Manage work distribution resource management and staffing levels within workgroup
• Assist in / develop team goals priorities and metrics.
• Monitor progress toward goals analyze variances take correction action and adaps plans and priorites to address resource and operational challenges.
• Provide staff with ongoing coaching and performance feedback.
• Resolve escalated customer cases situations and inquiries.
• Partner with legal and compliance to conduct operations in compliance with pertinent laws and regulations.
• Participate in represent and/or lead divisional / departmental projects or operational improvements that improve operational unit performance.
• Understand and project input into the budgeting and forecasting process.
• Recruits develops and sustains a highperforming team while promoting a culture of shared accountability operational excellence and partnership across the organization.
• Models Thrivents leadership competencies courage collaboration and commitment by demonstrating resiliency working together to make the best decisions and holding yourself and others accountable.
• Supports and/or develops an environment in which Thrivent employees and colleagues are focused on continuous improvement exceptional employee engagement and an unwavering commitment to our clients. Shapes and/or supports a culture that represents the Thrivent purpose promise and values ensuring that Thrivents trust and reputation remain strong with its clients.

The individuals in the Contact Center Manager will primarily interact with their respective teams as well as training managers Quality coaches and manager as well as Commercial Ops senior leaders to influence change and drive operational excellence for all stakeholders.

QUALIFICATIONS & SKILLS:

Required:

• College degree or equivalent
• One plus year of demonstrated process/people leadership
• Knowledge of financial products preferred
• Professional credentials preferred (e.g. FLMA ALHC CLU)
• Strong communication/interpersonal skills with emphasis on customer service conflict management teamwork and coaching skills
• Knowledge of Thrivent Financial products and systems desired
• Experience with significantly improving processes and leading change
• Willingness to maintain an external perspective of emerging management and operations trends
• Licensing as appropriate (see chart below)

This job may require licensing (series 6 63 or 26 which may differ by business area. As a result all required licenses might not be identified in the Job Qualifications section above. Please contact your manager and/or the job description in the Job Library to confirm license requirements.

Pay Transparency

Thrivents longterm growth depends on attracting rewarding and retaining people who are committed to helping others thrive with purpose. We accomplish this by offering a wide variety of market competitive compensation programs to attract reward and retain top talent. The applicable salary or hourly wage range for this fulltime role is $76132.00 $103001.00 per year which factors in various geographic regions. The base pay actually offered will be determined by a variety of factors including but not limited to location relevant experience skills and knowledge business needs market demand and other factors Thrivent deems important.

Thrivent is unique in our commitment to helping people to be wise with money and live balanced and generous lives. That extends to our benefits.

The following benefits may be offered: various bonuses (including for example annual or longterm incentives); medical dental and vision insurance; health savings account; flexible spending account; 401k; pension; life and accidental death and dismemberment insurance; disability insurance; supplemental protection insurance; 20 days of Paid Time Off each year; Sick and Safe Time; 10 paid company holidays; Volunteer Time Off; paid parental leave; EAP; wellbeing benefits and other employee benefits. Eligibility for receipt of these benefits is subject to the applicable plan/policy documents. Thrivents plans/policies are subject to change at any time at Thrivents discretion.

Thrivent provides Equal Employment Opportunity (EEO) without regard to race religion color sex gender identity sexual orientation pregnancy national origin age disability marital status citizenship status military or veteran status genetic information or any other status protected by applicable local state or federal law. This policy applies to all employees and job applicants.

Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation please let us know by sending an email toor calland request Human Resources.