Vice President - Contact Center Outsource Partner & Workforce Management Specialist at Mutual of America Life Insurance Company in Phoenix, Arizona

Job Description:

Job Title: Vice President Contact Center Outsource Partner & Work Force Management Specialist

Location: Phoenix, AZ

Who We Are:

Mutual of America Financial group specializes in providing retirement products, services, and investments to organizations and individuals nationwide. We provide high-quality, innovative products and services at a competitive price, along with outstanding personalized service, to help our customers build and preserve assets for a financially secure future. Our mission is built upon our values—integrity, prudence, reliability, excellence, and social responsibility—which have guided us since 1945 and continue to serve us and our customers well.

Department:

1. Mutual of America has engaged with a partner in the operation of its contact centers, such that contact center generalist activities are outsourced to this partner (whereas contact center specialist activities are retained by Mutual of America in-house). This position will support the Senior Vice President, Administrative Operations, through oversight and management of the partner. Additionally, this position will leverage the work force management resources and tools from such outsource partner, which will include integration of Mutual of America contact center managers, supervisors, and specialists with the work force management tool of the partner.


2. You will be responsible for helping Mutual of America to build out the outsourced Contact Center activities and to introduce this outsource partner engagement and operating structure to employees and customers. You will also be responsible for helping to ensure that the outsource partner adheres to Mutual of America’s established standards with respect to quality assurance and brand representation in all customer interactions. You will help establish and monitor performance objectives and metrics for the partner’s activities. And, you will be responsible for maintaining the relationship with the partner, including with respect to contract terms and renewals, staffing, budgeting, and continual improvements to and enhancements for the customers’ experiences.

Responsibilities:

1. Support Mutual of America employees and outsource partner staff during the creation and rollout of the outsource partner model, which may include helping to establish appropriate written policies and procedures, communications (internal and external), scripts, and reporting cadences among all stakeholders.


2. Interpret contact data, as well as formulate and implement modifications to staffing plans for contact center staff schedules and skill assignments to balance resources, both in real time and for future planning, to meet department service levels and performance guarantees.


3. Provide input and assist in the management of staff resources dynamically to support department goals and expectations.


4. Process timely, accurate reports on performance, goals, actions taken, and actions needed to meet Mutual of America’s daily and other defined goals.


5. Ensure the partner has the product/service materials and training infrastructure needed for its staff to interact successfully with customers, including prescribed communications and messaging.


6. Set and monitor quality assurance standards on a regular basis, drive regular calibration sessions to ensure consistency and identify needs for improvement and/or training, adjusting processes, as necessary.


7. Track, trend, and monitor customer satisfaction (CSAT) scores.


8. Provide clearly defined objectives to the outsource partner to balance goals, considering efficiency, quality, and clear responsibility and reporting.


9. Address, discuss, track, and trend performance issues, including with respect to training, coaching, and recruiting.


10. Own the relationship with the outsource partner, holding such partner accountable while maintaining the relationship.


11. Understand and leverage the outsource partner’s resources and tools, while seeking continual improvements especially with respect to risk/reward analysis.


12. Anticipate short- and long-term forecasting and hiring needs to convey accurate staffing surpluses or deficits.


13. Communicate timely and effectively with internal and external customers in accordance with Mutual of America’s policies, procedures, guidelines, and common practices.


14. Alert the SVP, Administrative Operations and contact center officers and managers of any work force management system deficiencies at the time they occur or are discovered. Take action to resolve problems/issues.


15. Stay current on internal policies and procedures.


16. Provide management support and perform other duties as assigned.

Required Qualifications:

1. Knowledge and understanding of contact center environments across technologies, processes, and staffing.


2. Working knowledge of CSAT engagement tools and reporting.


3. Experience in contact center and partner management.


4. Proven ability to take initiative and influence others.


5. Detail-oriented, with the ability to multi-task and prioritize based on changing requirements.


6. Team player with excellent interpersonal skills, ability to collaborate, self-motivated, energetic, "can-do" attitude in a fast-moving environment.


7. Strong interpersonal skills, with the ability to direct a team while promoting positive morale in a fast-paced, deadline-driven environment.


8. Strong organizational, analytical, and project planning skills and ability to find creative solutions to daily challenges.


9. Outstanding communication (written and oral) skills and being able to lead by example.


10. Able to present complex ideas in a clear, concise fashion to technical and non-technical audiences.


11. 5+ years of Contact Center Operations.


12. 5+ years of work force management experience.


13. 5+ years of partner management experience.


14. Bachelor's degree or higher from an accredited institution.


15. Completed FINRA Series 6 and 26, or completion of these by the end of first year of employment

Preferred Qualifications:

1. Financial services or retirement industry experience


2. Experience launching new Contact Centers or introducing significant Contact Center enhancements

What we offer you:

1. Competitive base salary


2. Annual Bonus


3. Company 401K match (3%) (vests day one of employment)


4. Comprehensive Health Plan; Medical, Dental, Vision and Life Insurance (effective day one of employment)


5. Paid time off: 18 vacations days, 2 floating holidays, plus 9 to 10 company holidays and 5 sick days (or as required by state law)


6. Matching Gift Program: Mutual of America matches donations of $25 or more to your favorite organizations


7. Short-term and long-term disability

Visit www.mutualofamerica.com/careers for additional details about life at Mutual of America. You can also follow us on Twitter: @mutualofamerica | Facebook: @mutualofamerica

Mutual of America Financial Group provides equal employment opportunity to all qualified employees and applicants for employment regardless of race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, or any other classification prohibited by applicable law.

 

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