Assistant Manager - Client Service Call Center

Emjay Retirement Services, A Great-West Company is currently seeking an experienced Assistant Manager for the Client Services call center located in Glendale, WI.

This person will ensure high quality handling of client contacts through the supervision of a client service team.

Leading candidate will be able to:
* Supervise a team of Retirement Plan Specialists and will ensure company and department goals/objectives are met or exceeded.
* Monitor overall workflow and procedures to ensure and maintain high quality and effectiveness of unit. This includes monitoring of RPS interactions with callers and reporting results to management.
* Respond to escalated calls and resolve unusual participant problems that require managerial intervention.
* Communicate performance expectations to staff; monitor and communicate progress.
* Coach and develop RPS's to maximize their performance. Develop individual action plans and goals for RPS's.
* Write and conduct performance appraisals. Revise RPS job descriptions and expectations as needed.
* Plan, develop and manage activities of department including hiring, disciplinary action, and training.
* Identify problems/trends in the client base. Determine probable solutions or proactive measures and implement procedures required.
* Forecast potential changes in call volume and schedule staff appropriately in order to maintain contractual service levels.

Preferred qualifications include:
* Bachelors degree in business or related field.
* At least 2 years of financial services experience, preferably in a call center environment.
* Previous call center supervisory experience.
* Demonstrated knowledge of Retirement plans, IRS guidelines, and contacts to resolve unique participant/producer problems.
* Excellent organization, prioritization and problem solving skills. Must be able to multi-task.
* Excellent written and verbal communication skills.
* NASD Series 6 within 90 days. NASD Series 63 and NASD Series 26 within 120 days.

You'll find good people at Great-West. Our good people make us a good company to do business with and a great place to grow your career!

The Financial Services Division of Great-West Life & Annuity Insurance Company encompasses business lines nationally known for providing group retirement and individual insurance products and services. Great-West Retirement Services? provides retirement savings programs to more than 2 million plan participants in the corporate, government, and healthcare/non-profit markets. FASCore, LLC, which specializes in retirement plan recordkeeping and administration, serves more than 2.7 million participant accounts including those of financial institution clients. The Individual Markets group provides life insurance and annuity products to a broad market, from middle-income Americans to corporate executives. Through the Financial Services Division, Great-West is a leader in the delivery of products and services that help customers across the country secure their financial future.

For more information, please visit us at www.greatwest.com. We are an equal opportunity employer dedicated to workforce diversity. We are committed to providing a drug-free workplace.



If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=256459-3-203