The Call Center Manager will be responsible for a team of Customer Service Representatives (CSR) within an inbound call center for Individual Annuity products. The manager is expected to motivate and develop their staff within a fast pace environment in order to increase productivity and service levels within the Call Center. The Call Center Manager must have a wide range of annuity products and procedural knowledge including but not limited to general policy provisions and general industry rules. The manager will be required to handle escalated calls/cases in a professional manner that may include a confused or irate caller. Along with escalated calls/cases, the manager will be responsible for overseeing multiple Call Center metrics, inboxes, and queues that are key to the business. On a daily basis, the manager will be required to report to the Director of the Call Center updates that have an impact to the Call Center's service and performance. The manager should continuously be measuring different methods that can help increase productivity and service.
Thorough knowledge of product features and transaction processing. Proven leadership skills; demonstrate ability to lead and motivate others to achieve results. Strong decision making skills. Strong conflict resolution and negotiation skills. Manage staff to answer incoming phone calls to set standards of ATT, AHT, ACW, AUX and schedule adherence while meeting Call Center quality standards and following industry guidelines. PC skills - MS Office. Excellent oral and written communication skills.
AXA is a leading financial protection company, committed to fostering and maintaining a diverse, multicultural and inclusive environment, and one of the nation’s premier providers of life insurance and annuity products. The organization was established in 1859 and we are committed now more than ever to helping clients meet financial goals in all stages of their lives. One of the hallmarks of our proud heritage is providing world-class customer service.
We're always looking for smart and talented people to help us develop new and innovative ways to expand our product portfolio, reach new customers and serve well the clients already a part of the AXA family.