TIAA Contact Center Site Leader-Dallas/Lewisville in LEWISVILLE, Texas
TIAA is a Fortune 100 financial services company and the market-leading retirement system for individuals who work in the academic, research, medical and cultural fields. The organization is the category leader with approximately five million active and retired employees of more than 15,000 institutions. The organization is headquartered in New York City with major operations in Charlotte, North Carolina and Denver, Colorado, as well as some 150 local offices nationwide and globally. The company has approximately $1.0 trillion in assets under management (as of 12/31/19) and over 16,000 employees.
TIAA’s retirement products and services provide participating institutions and individuals with a range of options to help meet their retirement plan administration and savings goals as well as income and wealth protection needs. We offer solutions that provide lifetime financial security, consistent with our not for profit heritage. TIAA’s vision is to be the #1 provider of lifetime financial security. The company also offers an array of individual financial products and services to the general public. They include banking products, fixed and variable annuities, mutual funds, tax-deferred and after-tax annuities, IRAs, and brokerage accounts.
THE POSTION SUMMARY
Reporting to the Head of the National Contact Center (NCC), the Site Leader will lead and provide oversight to a nearly 300 person contact center. This person will maintain our strong culture of employee engagement and development for her/his teams of registered and licensed Directors, Managers, and Phone Consultants who interface with customers via inbound calls, email, and chat. As one of three NCC sites (Denver and Charlotte being the others), the Dallas Site Leader supports the strategic planning for the NCC and promotes talent development and innovation to achieve service, quality, and financial results. She/he will be responsible for delivering a distinctive customer experience that is accurately executed and consistent with company values and regulatory requirements. The Site Leader functions as the regulatory principal for a team of registered principals and works closely with other site leaders to ensure consistent, accurate, repeatable services for participants regardless of channel.
Leads the team by delivering on commitments and managing byexample. Demonstrates an approachable, consistent, and professional demeanor.Open to varying opinions and constructive feedback. Motivates team members toaction. Recognizes and reinforces personal and professional accomplishments.
Develops, maintainsand strengthens relationships with key business partners to enable effectiveplanning and ensure the delivery of service and value. Works with businesspartners to identify opportunities to address longer-term business needs andprovides input to long-term strategies for new and/or enhancedproducts/services.
Recommends anddevelops departmental business plans and assumes overall responsibility for thesuccessful implementation of these plans in an efficient and effective manner.Participates in strategic planning. Makes budget recommendations for the siteand monitors expenditures.
Responsible for the overall site talent driving Inclusion andDiversity and participates in talent reviews, performance processes, and hiringinitiatives.
Resolves issues for customers and the team. Takes initiativeand conducts follow-up to ensure customer, employee, and business issues areresolved in a satisfactory and timely manner consistent with all companypolices and industry regulation.
Champions compliance by overseeing the practical applicationof all compliance, regulatory, and company policies and guidelines. Ensuresaccurate record keeping and reporting. Manages risk by resolving situations ina timely and satisfactory manner. Ensures the team is functioning compliantlyby overseeing the monitoring of customer interactions (call/case components ande-mail surveillance) and tracks annual compliance requirements as well asconsultant licensing, registrations, and continuing education.
The Site Leader will work a variety of schedules includingevenings, early mornings, and weekends. They will work additional hours duringpeak periods.
The Site Leader will represent the campus in Community eventsand Business Resource Group events. Sponsorship of Business Resource Groups isencouraged.
To achieve success in this role, the Site Leader will excel in the following areas:
Communication: Articulate verbal and written skills with the ability to communicate with andadapt to diverse individuals (internal and external to the company). Stronglistening skills. Maintains the highest level of professionalism. Strongpresentation, facilitation, and interpersonal skills. Creates a positiveenvironment by fostering open and honest communication. Must be able tocommunicate and clarify complex features and regulations.
ChangeManagement : Ability to successfully lead transformational change thatimpacts people, process, and technology. Able to create a strong followershipand effectuate positive change. Experience in leading lean or otherproductivity or quality improvement frameworks required.
Productand Contact Center Knowledge: Requires a comprehensiveunderstanding of the features and benefits of all TIAA products, services, andfinancial markets as well as competitor’s products, services and strategiesincluding but not limited to Retirement, Defined Contribution (Qualified/Nonqualified), Investment and regulations. Understands Contact Centeranalytics, queue resource planning, call routing, and contact center setup.
Teamwork: Ability to closely partner with internal business partners and other keymembers of the organization. Strong negotiation skills with sound judgment anddecision-making. Ability to influence others and operate flexibly. Consistentlyexemplifies cross-company collaboration and partnership. Values diverse anddiffering opinions. Ability to work independently when appropriate. Leadership: Leads by example byupholding TIAA core values of client commitment, excellence, integrity andrespect. Strategic thinker, with the ability to embrace and lead change.Ability to influence others and operate flexibly. Consistently exemplifiescross-company collaboration and partnership. Eager to teach and develop others.Ability to recognize talents and or developmental needs. Conceives, proposesand implements initiatives designed enhance customer and employee experience.
TimeManagement: Effective decision making skills and time management skills.Ability to manage customer, team, and business expectations while resolvingissues in a timely manner and within regulatory parameters. Ability to planwork appropriately and balance multiple responsibilities and objectives.Results driven and action oriented.
Technology: Able to proficiently utilize all applications, systems, and financial planningtools including Microsoft Office, Seibel, and other customer relationshipmanagement tools. In addition, knowledge of telephony call center applicationssuch as Genesys, Genesys cloud, Avaya, automated phone systems (IVR), and callinteraction systems such as NICE or Speechminer are highly desired.
Relocation is available for the right candidate.
10+ Years of Contact Center Expertise required
Series 7 and 24 licensing is required within the first four monthsof start date
- Series 7 and 24 licensing
Equal Employment Opportunity is not just the law, it’s our commitment. Read more about the.
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We are an Equal Opportunity/Affirmative Action Employer. We will consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.
- Requisition ID: 1724919
Post Date: Jan 10, 2020