National Contact Center Team Manager

The NCC Team Manager manages a team of Financial Services Consultants, ensuring individual and team success in taking calls from clients and fulfilling both their transactional needs and their product and services informational needs. This job sets day-to-day operational objectives for team members and ensures that policies and procedures are understood and followed by direct reports.

Key Responsibilities and Duties

• Ensures customer service calls are answered in a timely, efficient and knowledgeable manner.

• Monitors staff utilization and implements contingency plans to ensure service levels are being met.

• Oversees compliance of supervisory policies/procedures and teams.

• Ensures the team's adherence to government, state and organization regulations (e.g. SEC, FINRA, state Insurance Department, etc.).

• Leads quality/referral call reviews with team members.

• Coaches and develops team members to achieve performance goals and objectives.

Educational Requirements

• No Advanced Degree Required Preferred

Work Experience

• 3+ Years Required; 5+ Years Preferred

FINRA Registrations

• SRC Indicator: Series 6 or 7; Series 63; Series 26 or 24

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level