Manager Participant Services

What you will do

• Manage and coordinate all aspects of an assigned strategic initiative that supports an entire site or the broader Participant Services organization
• Responsible for high level of engagement with key business partners, leaders and/or clients
• Oversee communication, preparation and performance execution of initiatives for Participant Services
• Hire, train, coach, mentor and provide feedback to a team of participant Services reps, including all aspects of performance management and weekly call monitoring
• Accountable for the overall performance of the assigned team in relation to department and business standards and objectives
• Develop and monitor overall workflow and procedures to ensure and maintain quality, efficiency and effectiveness necessary to deliver positive customer experience
• Create and oversee development of resource tools for representatives to maximize consistency in information and format delivery
• Recommend relevant system enhancements and develop and implement changes to policies and procedures

What you will bring

• Bachelor's degree, preferably in a business-related field
• Without a degree, 5 years of additional management experience required
• 5-7 years of client service management experience preferably in a call center
• Demonstrated ability to lead and support the strategic focus of an organization
• Excellent organization, prioritization and planning skills required
• Strong communication skills required
• Fluent in English
• Ability to work overnight hours
• FINRA fingerprinting required upon hire