Call Center Manager

  MetLife, a leading provider of insurance and other financial services to individual and institutional customers, is seeking a ?Call Center Manager in either the West Warwick, RI or Tulsa, OK Customer Response Center location!"

Beyond meaningful and challenging work, MetLife provides a variety of flexible work arrangements, as well as a tuition reimbursement program, competitive benefits, and retirement and pension plans. MetLife?s responsiveness to the needs of both clients and employees is a direct result of one of the core company values? People Count.


Major Duties and Functions Include:
This position is responsible for the management of a team of supervisors and associates who consult potential Metlife customers on our products and services. Responsible for leading associates in sales, enrollments, customer referrals and customer retention in multiple products. Lead associates who assist MetLife?s customers with service inquiries and transaction processing. Collaborates with a variety of internal organizations to develop and integrate strategies, action plans and customer-focused processes to support key business objectives. Ensures the delivery of high quality, efficient and cost effective customer service. Develops strategies to promote customer retention; and supports programs/processes to increase revenue. Principle Responsibilities: Primarily responsible for ensuring a premier customer experience for all contacts to CRC. Accountable for building customer loyalty, both internally and externally, by providing outstanding service which meets or exceeds quality, time service, and fiduciary expectations. Develop, coach and motivate a team of supervisors to ensure all key metrics are delivered. Provide an inclusive environment that promotes associate engagement and development at all levels using the performance management process; using creativity and innovation to provide the training and skill maintenance programs required to meet and exceed customer needs. Create and execute plans around expense management, staffing, service, technology and process improvements. Establish collaborative partnerships with all levels within the company to be recognized as a center of excellence for the entire customer experience with MetLife. Ensure department compliance with all applicable ERISA, HIPPA, industry regulations and internal Quality Management Systems (QMS) guidelines. Develop company programs and marketing campaigns designed to increase revenue, persistency, conservation, re-enrollments and retention of MetLife?s customer base. Lead or participate on work teams that identify and execute plans, which result in new or improved operations/programs. Act as interim or back up to Assistant Vice President when required. What You Need to Succeed:


Ability to be customer focused. Demonstrated excellent people and relationship management skills. Demonstrated coaching skills and proven ability to lead others. Ability to lead a multi-functional, cross-organizational work team(s). Strong interpersonal and communication skills (written and verbal). Demonstrated problem-solving and decision-making skills. Ability to establish priorities and handle multiple assignments concurrently with minimal direction in an evolving work environment. Excels at building partnerships and working as a team. Thorough understanding of customer service and total quality management philosophies and practices, such as Management by Facts (MBF), Plan Do Check Act (PDCA) and project management skills. Demonstrated ability to develop and maintain a highly dedicated and diverse work force. Ability to pass and maintain various licenses and registrations, such as NASD Series 6 & 26, Life Accident & Health Administration & Sales, Property & Casualty Sales. Prefer strong MetLife business knowledge and familiarity with all CRC workflow processes.

Work shouldn?t be something you do just to make ends meet. It should provide satisfaction?and an opportunity to make a difference.
MetLife? where work meets life!

Do YOU have what it takes to join a Major Force in Financial Services: Investments, Financial Advice, Banking and Insurance?
If so respond TODAY!


For immediate consideration, please