New

Manager of Contact Center Operations

Church Pension Group Services Corporation
life insurance, parental leave, 401(k)
United States, New York, New York
19 East 34th Street (Show on map)
Mar 05, 2025
Description Department: Client Services Job Type: Regular Full Time Education Level: BA/BS or combination of education and experience Required Years Experience: 6 Church Pension Group (CPG) is a financial services organization that serves the Episcopal Church, located in Midtown Manhattan. CPG was founded in 1917 to provide pension benefits to eligible clergy of the Episcopal Church. Since then, its mission has expanded to include life and disability insurance, health benefits, property & casualty insurance, and publishing. The Manager of Contact Center Operations, working in conjunction with the VP, Business Operations, is responsible for the daily management of the Contact Center team, which spans administration across all product lines and services offered. This individual has responsibility for interfacing with all clients, clergy and lay, as well as Diocesan Administrators and Parish Treasurers. They will provide strategic thought leadership, coach, mentor, and manage a team of Customer Service Representatives to ensure that plan participants and sponsoring employers receive an exemplary high-touch level of service. This individual will direct all phases of operations and process improvement through establishing both exacting KPIs and metrics with the goal of driving a culture of high-quality customer experience. The Manager will demonstrate a commitment to excellence through continuous people development, look for opportunities in our programs to enhance employee engagement, client service delivery, knowledge, skills, and culture. ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the following. Other duties may be assigned. Effective performance of the essential functions of this position requires regular in-person, on-site interaction with colleagues, both for purposes of relationship building and meaningful collaboration. In partnership with the VP, Business Operations, provides thought leadership, people strategy, and business decision support including but not limited to: Annual business planning Departmental structure Resource planning and staffing Accountable for oversight of day-to-day guidance to the team in support with guidance, coaching, evaluates and provides necessary development. Manages the day-to-day relationship with benefit vendors, consultants, and other external partners to meet service expectations, as well as handling of escalations, ownership for complaints and grievances to identify trends. Ownership of success metrics, both quantitative and qualitative, and establishing KPIs to support a culture of high-touch engagement and quality in client experience. QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Relationship-builder with excellent verbal and written communication skills, and able to work, collaborate and foster relationships with a diverse slate of stakeholders (knowledge, skills, and experience). Strong leadership capability and a self-starter mindset with ability to multi-task in a fast-paced environment with competing priorities. Strong people management skills including coaching, mentoring, identifying potential gaps for development, assessment on career succession, role capabilities, and conflict resolution. Strong passion for client service excellence and demonstrated strong people skills in a client-focused, team-based environment. Demonstrated ability to research and analyze information necessary to identify, diagnose, and resolve the root cause of problematic gaps, issues and/or challenges. Experience establishing and maintaining a metrics-driven call center environment leveraging technology; implementing proper dashboards, KPIs, CRM best practices, etc. Familiar with establishing quantitative and qualitative success metrics Proficiency in MS Office (Word, Excel, PowerPoint, Outlook). EDUCATION and/or EXPERIENCE Bachelor's degree in related field or equivalent preferred; or combination of education and experience will be considered. 6+ yrs overall professional experience, with 3+yrs in people management, focusing on client facing success in a fast-paced corporate environment. Experience with, or a combination of, pension plan and health and welfare plan administration and compliance is highly desirable. Must have prior people and team management experience. PHYSICAL DEMANDS:Commuting to the office, on average, three days a week. Extensive use of a computer keyboard is a demand of the position to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable someone with a disability to perform the essential functions of this position. WORK ENVIRONMENT: Currently hybrid (two days working from home, three days working in a standard office environment, Tue-Thurs.). Church Pension Group employees must maintain a professional, compassionate, and trustworthy work environment always. Reasonable accommodations may be made to enable someone with a disability to perform the essential functions of the job within this environment. Salary Range: $96,000 - $118,000 Join us and Create A Better Future For Yourself! Flexible Benefits available to eligible employees: Medical (including Vision) Dental Supplemental Dental Core Benefits automatically provided to eligible employees: Employer funded defined benefit pension plan (five year vesting) Employee Life Insurance Spouse and Dependent Life Insurance Accidental Death and Dismemberment (AD&D) Insurance Short-Term Disability (STD) coverage Long-Term Disability (LTD) coverage (elected as either pre-tax or after-tax) Business Travel Accident Insurance Worker's Compensation Employee Assistance Program Retiree health insurance (eligible after 10 years) Retiree life insurance Elective Benefits available to eligible employees: 401(k) with matching contributions (immediate vesting) Flexible Spending Accounts (FSAs) Commuter Benefits New York's 529 College Savings Program (NY State residents) Educational Assistance Program available to eligible employees Parental Leave available to eligible employees Time Off available to eligible employees: Vacation, Sick, Personal and Holidays In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Please understand that, as a general policy, CPG does not sponsor visas. EOE: Minorities/Female/Disability/Vet/Sexual Orientation If you are a CPG employee, please use your CPG email address when creating your profile to apply.