Manager, Contact Center

Please note that we do not offer visa sponsorship for this position.

Role Summary

As Manager, Customer Experience Center (CEC), you will lead bilingual Contact Center teams 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 Annuity Operations, Financial Services, or a related industry.
  • Minimum of 3 years of leadership experience.
  • Proven ability to supervise and develop diverse teams in a fast-paced environment.
  • Bilingual proficiency in English and Spanish (verbal and written), with the ability to communicate effectively and professionally with customers, associates, agents, and business partners in both languages.
  • Strong analytical, problem-solving, and decision-making skills.
  • Strong organizational skills and attention to detail.
  • Excellent interpersonal and communication skills.
  • Ability to contribute to process improvement initiatives.
  • Ability to successfully pass a background check.

Preferred Qualifications

• FINRA Series 6 and 26 licenses.
  • FMLI, ChFC, or other financial services industry designation.
  • Experience leading multi-site contact center operations.

AI Proficiency Expectations:

At National Life Group, we view AI as an enabler of human potential. We use AI to help us work smarter, serve more clients, and keep our promises, while remaining a relationship-driven business where our people are our greatest strength.

All applicants are expected to:

• Leverage approved AI tools, where appropriate, to improve the efficiency, quality, and impact of their work.

• Stay curious and open to new AI-enabled ways of working.

• Exercise sound judgment by reviewing and validating AI-generated content.

• Maintain accountability for the accuracy, quality, fairness, and integrity of work products by adhering to National Life's AI guiding principles.

• Use AI responsibly and in accordance with company policies related to confidentiality, data privacy, security, compliance, retention, and intellectual property.

• Additional Expectations for AI-Forward Roles

Core Competencies

Cultivates Innovation - Fosters innovation by taking calculated risks; Work cooperatively with others to produce innovative solutions.
Ensures Accountability - Holds self and others accountable to meet commitments and performance goals.
Directs Work - Provides direction, delegates, and removes obstacles to get work done.
Demonstrates Emotional Intelligence - Exhibits the ability to recognize, understand, and manage emotions and how emotions can influence others; Uses a combination of feedback and reflection to gain productive insight into personal strengths and opportunities.
Exhibits Critical and Creative Thinking - Engaging thinking skills that focus on logic and reasoning to make decisions (critical) and innovative solutions to solve problems (creative).
Leads Change - Facilitates change and transition at the individual and team level; Develops strategic goals for aligning with change.
Develops Talent - Builds team(s) equipped for the future by applying coaching techniques for developing team members to meet their professional/personal goals and the organizational goals; Listens and responds with empathy; Asks thought provoking questions.
Inspires Others - Motivates and influences others by creating an environment where teams can do their best work; Partners across the organization to achieve results.

Benefits

• Your benefits start day one and are flexible and customizable to your and your family’s specific needs. Check out the BENEFITS of a Career at National Life!