What are the responsibilities and job description for the Call Center Manager position at October Three Consulting?
Summary
Are you a skilled call center leader who loves to coach, mentor, and grow your team? Are you a creative problem solver who is passionate about providing white glove customer service? October Three, an entrepreneurial, team-oriented financial services company on a mission to improve the way people retire, is recruiting for a Call Center Manager (Pension Services); Peoplr is excited to be leading this search.
In this role, you will strategically lead and inspire the customer service and defined benefit administration teams to achieve excellence, fostering a culture of accountability, growth, and continuous improvement. You will monitor floor activity and calls, handle escalated customer issues, and ensure quality through regular case reviews, one-on-one coaching, and performance management. You will lead strategic workforce management, tracking and adjusting staffing based on forecasts and agent productivity to maintain service levels. Additionally, you’ll drive operational excellence by enhancing case management processes, leveraging real-time analytics, and fostering innovation through process automation and exploring AI opportunities.
This is a full-time, permanent, onsite position based in Jacksonville, FL. The work schedule is Monday-Friday, 7:30am-4:30pm.
About October Three
October Three is a defined benefit retirement firm made up of actuaries, consultants and administration experts. They have developed unique, one-of-a-kind software to handle the future of defined benefit plans. Their mission is to ensure that all people feel prepared for retirement both financially and emotionally, and they strive to develop sustainable solutions that work for both employers and employees. Culturally, they are very team oriented with strong collaboration among colleagues to provide the highest quality service to our clients. They are an entrepreneurial, fast-growing company with lots of opportunities for growth, cross training, upward mobility, and professional development.
This position offers…
- Competitive salary and performance-based bonuses
- Comprehensive benefits including medical, dental, vision, short and long-term disability, life insurance, HSA, FSA, employee assistance programs, PTO, 401(k), and a cash balance pension plan
- Ample opportunities for growth and professional development
- Entrepreneurial, innovative culture; ability to see your ideas be applied & implemented quickly
Must Haves
- 4-5 years of people management experience in a retirement, financial service, and/or insurance call center
- Proven success in managing people; holding agents accountable for reaching and exceeding performance metrics
- Ability to diffuse and handle customer escalations and complaints, finding amicable resolutions with the customer
- Strong proficiency in the use of desktop and web-based computer applications including CRM software, and contact center platforms
- Highly analytical, with the ability to decipher and communicate meaningful patterns in Service Center data to improve business performance
- High quality standards, strong attention to detail, with an organized, self-directed approach
- Critical thinking and problem-solving skills, including the ability to identify issues, propose changes to processes and staffing needs and make data driven decisions
- Bachelor’s degree in related field or equivalent work experience
Nice-To-Haves
- Working knowledge of defined benefit/pension retirement plans
- Proficiency with Genesys
All positions at October Three Consulting require an applicant who has accepted an offer to undergo a background check. Background checks may include some or all the following: SSN validation, education verification, employment verification, and criminal check. By applying for a position with October Three, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with October Three’s employment policies.
About Peoplr
Peoplr is a national Human Resources consulting firm made up of HR experts enabling businesses to transform into engaging workplaces where people deliver outstanding results. Check us out on our website at: www.mypeoplr.com
Peoplr is proud to be an Equal Opportunity Employer. All applicants will receive consideration for employment, as Peoplr does not discriminate against an individual because of their race, color, religion, gender, sex (including same sex, gender identity, and sexual orientation), pregnancy, parental status, marital status, national origin or ancestry, age, physical or mental disability, sickle cell trait, genetic information and testing (including family medical history), AIDS/HIV status, source of income, political affiliation, military service, other non-merit based factor, or any other characteristic protected under applicable federal, state or local law.
Peoplr is committed to providing equal opportunity and reasonable accommodation for people with disabilities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 844-577-1940 or send us an email at recruiting@mypeoplr.com