Participant Services Center Manager

 

CitiStreet is one of the largest and most successful global benefit providers, offering a vast range of products and services to over 9 million participants. What sets us apart is our vision, which enables us to meet the complex needs of our clients and the individual goals of our professionals. If you?re ready for the brightest of career futures, join us in this excellent opportunity in our JACKSONVILLE, FL office.

 

Participant Services Center Site Manager

 

DESCRIPTION:

Primary function is to manage/oversee Contact Center Team/Teams through subordinate managers/supervisors in a multi-faceted call center environment

 

RESPONSIBILITIES:

?Direct multi-client interaction with CitiStreet for all needs related to service center activity

?Direct ongoing operations for multiple clients so that all call center operations are performed in an efficient and effective manner meeting business objectives

?Establish business objectives and direction supporting timeliness, accuracy, and quality of work to support client and participant transactions and reporting

?Direct organization?s resources to meet contractual performance standards for all clients in TBO book of business, including daily, weekly and monthly performance measurement reporting for service levels, abandonment rate and participant satisfaction metrics

?Ensure teams are properly staffed and trained.

?Promote team building and a positive and professional work environment

?Serve as resource for personnel issues

?Ensure adherence to productivity and quality standards

?Serve as a resource for staff and work closely with other departments on procedural related issues

?Present to existing/prospective clients; Contact Center structure, measures/matrix, quality/participant satisfaction methodology/scores and call flow/routing tools. 

?Prepare monthly status reports

 

MINIMUM QUALIFICATION REQUIREMENTS:

?Motivated 

?Depth in managing large scale call center projects

?Minimum two years managing front line managers in a call center environment

?Demonstrates sound judgment and provide appropriate follow through

?Demonstrates a sound knowledge of and utilizes call center technologies

?Superior communication and interpersonal skills, both written and verbal

?Six Sigma certification from an accredited institution preferred.

 

Choose CitiStreet?with us behind you, a great future lies ahead. We offer outstanding benefits that include medical/dental coverage, 401(k), pension plan, stock option, tuition reimbursement and more; and talented professional colleagues?some of the best and brightest in the field today. For immediate consideration, apply on line www.citistreetonline.com.

 

 

Citigroup Inc. and its subsidiaries ("Citigroup") are equal opportunity employers M/F/D/V and do not discriminate on the basis of any legally protected status or characteristic.