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Retirement Plan Call Center Supervisor
Lincoln Financial Group - Juneau, AK
posted 2 months ago
About the position
The Retirement Plan Call Center Supervisor at Lincoln Financial Group is responsible for managing a team within the Call Center that supports the Retirement Plan Services organization. This role involves providing leadership, coaching, and process management to ensure a positive experience for participants, peers, and partners. The supervisor will drive process improvements, maintain compliance with privacy regulations, and enhance customer satisfaction while managing administrative functions such as timecard approvals.
Responsibilities
- Manage an assigned team within the Call Center to provide leadership and coaching.
- Drive process improvements to enhance customer satisfaction and simplify experiences across products.
- Complete administrative functions such as timecard approvals and workload management.
- Serve as a resource for team members and stakeholders on complex assignments and escalated issues.
- Establish individual and team priorities, performance goals, and objectives.
- Provide training and development opportunities for team members.
- Ensure compliance with privacy regulations and maintain customer confidentiality.
Requirements
- 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's).
- 3+ Years of experience in Client Services, including 1+ years of managerial or supervisory experience.
- Excellent organization skills with the ability to prioritize workload.
- Strong communication, negotiation, relationship building, strategic, and interpersonal skills.
- Demonstrated ability to hire, retain, develop, and coach staff.
Nice-to-haves
- Retirement plan operations experience.
- Project management experience.
Benefits
- Clearly defined career tracks and job levels.
- Leadership development and virtual training opportunities.
- PTO/parental leave.
- Competitive 401K and employee benefits.
- Free financial counseling, health coaching, and employee assistance program.
- Tuition assistance program.
- Remote work environment and flexible work hybrid situations.
