Manager I Retirement

Having a strong financial future has a lot to do with the choices you make today.
One smart move is choosing to invest with Fidelity. We offer the guidance, competitive pricing, and investment options you need to reach your goals.




CUSTOMER SUPPORT SERVICES TEAM MANAGER


 


Fidelity Institutional Retirement Services Company is the nation's largest provider of 401(k) retirement plans and services. The company offers: recordkeeping administrative services for defined contribution plans, employee education, products and services; plan and investment consultation, and compliance services designed to help plan sponsors provide an effective retirement savings benefit program for their plan participants. We seek to deliver superior plan results by driving the retirement readiness of every plan participant.  Currently, we have an opening for a Team Manager in our Southwest Region call center located in Westlake, Texas. 


 


Key Responsibilities: 


 


?  Supervise a team of 15-20 representatives responsible for assisting with the


?  needs of our plan participants


?  Coach, motivate and develop employees


?  Work with senior management to ensure the accomplishment of departmental


?  goals


?  Ensure the delivery of quality customer service that is complete and efficient


?  Appropriately allocate resources in order to achieve desired results


?  Address and resolve escalated issues as they arise


 



Requirements:


 


?  5-7 years of management experience, 3-5 years of call center management


?  Excellent customer service skills


?  Excellent multi-tasking, teamwork, and communications skills


?  Proven ability to manage in a challenging and fast-paced changing environment


?  Strong leader with proven coaching and employee development skills


?  Creative problem solver, with the ability to present, analyze and report on


?  department measurements


?  Effective decision-making skills using sound judgment


?  Knowledge of retirement plans and financial services a plus


?  Detail and deadline orientation


?  Proficient in Microsoft Applications


?  College degree preferred or equivalent experience