Manager, Contact Center
National Life Insurance Company · Montpelier, VT · $69.8k–$102.3k
Posted by National Life Insurance Company on their careers site · View the original posting
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Mid level · asks for 3+ years
Open 39 days
Visa sponsorship: Says no sponsorship · This posting says it won't sponsor
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The posting, as National Life Insurance Company wrote it
Come join one of America’s fastest-growing insurance companies. Since 1848, National Life Group has aimed to keep our promises, providing families with stability in good times and in bad. Throughout that history, we have provided peace of mind to those families as they plan their futures.
Our mission extends beyond the insurance and annuities policies that we offer. We strive to make the world a better place through our grants from our charitable foundation, paid volunteer time for our employees, environmentally sustainable and healthy workplaces, and events that promote the work of nonprofits in our own backyard.
We foster a collaborative environment with opportunities for growth and encourage our associates to live our values: Do good. Be good. Make good.
Please note that we do not offer visa sponsorship for this position.
Role Summary
As Manager, Customer Experience Center (CEC), you will lead a Contact Center team supporting National Life Group's Life Insurance and Annuity businesses while delivering exceptional service experiences for customers, agents, and business partners. You will oversee daily operations, coach and develop associates, and drive operational excellence across multiple sites and lines of business.
You will partner with distribution leadership, internal business partners, and external vendors to optimize service delivery, improve operational performance, and foster a high-performing, customer-focused culture.
This position currently offers an onsite work schedule, with the expectation that you will be in the office four (4) days per week during onsite core days. Our current onsite core days are Monday, Tuesday, Wednesday, and Thursday. The work schedule type and core days are subject to change with advance notification and manager discretion.
Essential Duties and Responsibilities
- Lead, mentor, and develop Contact Center representatives across multiple sites to deliver exceptional customer service.
- Establish and execute individual and team goals aligned with departmental and organizational objectives.
- Provide coaching, feedback, and performance management to develop associates and strengthen team performance.
- Promote National Life Group's values and foster a culture of accountability, collaboration, and continuous improvement.
- Monitor operations across multiple lines of business to ensure service quality, productivity, and compliance.
- Collaborate with internal partners and external vendors to resolve issues and enhance service delivery.
- Analyze operational metrics and provide recommendations to leadership to improve customer experience and efficiency.
- Support implementation of process improvements and operational initiatives.
- Ensure compliance with company policies and applicable regulatory requirements.
- Perform all other duties as assigned.
Minimum Qualifications
- Bachelor's degree in Business, Operations Management, or a related field.
- 3+ years of experience in Life and/or A
[…]
rs. The final salary or hourly wages offered may be outside of this range based on other reasons and individual circumstances.
Additional Compensation and Benefits . The total compensation package for this position may also include a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. The successful candidate may also be eligible to participate in National Life’s discretionary annual incentive programs, subject to the rules governing such programs. If hired, the employee will be in an "at-will position" and National Life reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors.
National Life is accepting applications for this role on an ongoing basis and the role remains open until filled.
Salary Pay Range
$69,750 — $102,300 USD
National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.
Fortune 1000 status is based on the consolidated financial results of all National Life Group companies.