INACTIVE

Full-Time

Contact Center Manager

Posted on 3/27/2024

Global Atlantic

1,001-5,000 employees

Provides life insurance and annuity products

Financial Services

Compensation Overview

$64,500 - $123,000Annually

+ Annual Cash Bonuses + Long-Term Incentives (Equity) + Sales Incentives + Educational Assistance + Virtual Physical Therapy + Remote/Onsite Fitness Reimbursement + Medical Second Opinion Program + Pet Insurance + Military Leave + Parental Leave + Adoption Assistance + Fertility and Family Planning Coverage + Community Outreach and Charitable Giving Programs

Junior, Mid, Senior

Des Moines, IA, USA

Required Skills

Communications

Customer Service

Requirements

Bachelor's degree or equivalent experience
Over 2 years of related experience in Preneed Operations
Strong focus on delivering positive client experiences
Ability to conduct data gathering and analysis activities
Self-starter with the ability to analyze situations and develop solutions to problems with minimal supervision
Strong research, problem solving, analytical and project management skills
Strong organizational skills with the ability to prioritize multiple tasks and manage time effectively
Outstanding interpersonal skills to motivate and lead a team through the resolution of a problem
Proven leadership skills with the ability to influence others including remote and work from home employees
Excellent verbal and written communication skills
Strong level of adaptability, work ethic, and high level of personal integrity and accountability
10% - 15% traveling
Not eligible for visa sponsorship

Responsibilities

Oversight of service and operations goals for a team of preneed advocates in Des Moines IA
Develop, implement, and monitor team’s performance and progress towards customer service metrics and performance deliverables
Evaluate and improve team performance using daily reports and quality assurance applications
Ensure all administrative functions are performed including, payroll, time off requests and workforce management notifications
Develop and document service strategy, direction, and policies for team
Prepare and deliver presentations on key service indicators and initiatives
Partner with Operation’s training lead in identifying training needs and opportunities for improvement for both Internal Global Atlantic employees and TPA staff

COMPANY OVERVIEW

Global Atlantic Financial Group is a leader in the U.S. life insurance and annuity industry, serving the needs of individuals and institutions. Global Atlantic is a wholly-owned subsidiary of KKR, a leading global investment firm that offers alternative asset management across multiple strategies and capital markets solutions.

We are looking for a diverse team of talented individuals who reinforce our culture of collaboration and innovation. We are dedicated to the career development of our people because we know they are critical to our long-term success. Join our team and come grow with us.

The KKR-Global Atlantic partnership - The Global Atlantic Story

Greenhouse is our scheduling tool and we communicate through their systems. At times, your email may block our communications. Please be sure to check your SPAM so that you do not miss critical information about our process, including scheduling.

POSITION OVERVIEW:

The Preneed Contact Center Manager role is responsible for developing, overseeing, and driving a superior operational support model for Global Atlantic Individual Markets financial professionals. The manager will focus on developing a team of client care advocates responsible for delivering an exceptional service for our clients. They will ensure proper resource allocation and workflow of all day-to-day activities. Additionally, the manager is responsible for leveraging data to track trends and manage team members.

The day-to-day responsibilities for the Preneed Contact Center Manager:

Oversight of service and operations goals for a team of preneed advocates in Des Moines IA.
Develop, implement, and monitor team’s performance and progress towards customer service metrics and performance deliverables.
Evaluate and improve team performance using daily reports and quality assurance applications.
Ensure all administrative functions are performed including, payroll, time off requests and workforce management notifications.
Develop and document service strategy, direction, and policies for team.
Prepare and deliver presentations on key service indicators and initiatives.
Partner with Operation’s training lead in identifying training needs and opportunities for improvement for both Internal Global Atlantic employees and TPA staff.

QUALIFICATIONS:

A Bachelor’s degree, and/or equivalent experience.
Over 2 years of related experience in Preneed Operations.
Strong focus on delivering positive client experiences.
Ability to conduct data gathering and analysis activities.
Self-starter with the ability to analyze situations and develop solutions to problems with minimal supervision.
Strong research, problem solving, analytical and project management skills.
Strong organizational skills with the ability to prioritize multiple tasks and manage time effectively.
Outstanding interpersonal skills to motivate and lead a team through the resolution of a problem.
Proven leadership skills with the ability to influence others including remote and work from home employees.
Possesses and displays excellent verbal and written communication with the ability to communicate with team members at various levels, including business leaders.
Strong level of adaptability, work ethic and high level of personal integrity and accountability.
10% - 15% traveling
This position is not eligible for visa sponsorship now or in the future

#LI-KS1

Various jurisdictions have passed pay transparency laws that require companies provide salary ranges for any positions for which they are accepting applications. Global Atlantic has offices in Atlanta, Batesville, Bermuda, Boston, Des Moines, Hartford, Indianapolis, and New York City. The base salary range posted below is inclusive of the lowest cost of living geography to the highest in which we have a Global Atlantic office.

Global Atlantic’s base salary range is determined through an analysis of similar positions in the external labor market. Base pay is just one component of Global Atlantic’s total compensation package for employees and at times we hire outside the boundaries of the salary range. Other rewards may include annual cash bonuses, long-term incentives (equity), generous benefits (including immediate vesting on employee contributions to a 401(k), as well as a company match on your contributions), and sales incentives. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Compensation for our more senior positions have a larger component of short-term cash bonus and long-term incentives.

The base salary range for this role is

$64,500—$123,000 USD

Global Atlantic reserves the right to modify the qualifications and requirements for this position to accommodate business needs and regulatory changes. Future adjustments may include obtaining specific licenses or certifications to comply with operational needs and conform to applicable industry-specific regulatory requirements, state and federal laws.

TOTAL REWARDS STATEMENT

Global Atlantic’s total rewards package is reflective of our corporate values, particularly diversity, excellence and innovation, with a focus on inclusion, pay equity, and flexibility. We are proud to support your personal and professional growth and well-being through programs such as educational assistance, virtual physical therapy, remote/onsite fitness reimbursement, a medical second opinion program, pet insurance, military leave, parental leave, adoption assistance, fertility and family planning coverage. We strive to foster a culture of total well-being through community outreach and charitable giving programs.

We are active in our communities-

New York: StreetWise Partners, Covenant House, Partnership for New York City, City Meals on Wheels, Habitat for Humanity, Billion Oyster Project
Boston: Cradles to Crayons, Boston’s Healthcare for the Homeless, Thompson Island Outward Bound, Rosie’s Place, Catie’s Closet, Project Bread, Rise Against Hunger, Space to Thrive
Hartford: Junior Achievement, Habitat for Humanity, Oliver’s Pajama, United Way
Indianapolis: Elevate Indianapolis, Gleaners Food Bank and the Juvenile Diabetes Research Foundation
Batesville: So Loved Ripley County Foster Closet, Safe Passage Family Shelter, YES Home Juvenile Rehabilitation, Ripley County Community Foundation
Des Moines: United Way of Central Iowa, Meals from the Heartland, Junior Achievement, Math Motivators, Bidwell Riverside, Orchard Place, Knock and Drop
Berwyn/Wayne: Habitat for Humanity, Chester County Food Bank, Surrey Services, For Pete’s Sake Respite
Bermuda: Keep Bermuda Beautiful, Center Against Abuse, Truck Island Nature Reserve, Bermuda Economic Development Corporation

Social platforms provide an environment to collaborate with others and participate in friendly competitions towards achieving physical, emotional and financial well-being. Our highly competitive health, retirement, life and disability plans can be tailored to best suit your needs and those of your whole family.

Global Atlantic is committed to creating an inclusive environment where everyone can meaningfully contribute to our success. We are proud to be an equal opportunity employer and we do not discriminate in employment on any basis that is prohibited by federal, state or local laws. More than that, we strive to be inclusive of all backgrounds and experiences, which we feel gives us a competitive advantage in the market and within our firm. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

Employees who require an accommodation to perform the essential functions of their job will participate in an interactive process which may include providing documentation. If you are hired and require an accommodation for any protected status, please email [email protected].

Please click on the links below to learn more about Global Atlantic.

Global Atlantic Privacy Statement

Our employees are in the office 4 or 5 days a week in Hudson Yards, NY and 3 days a week in all other offices. If you have questions on this policy or the application process, please contact [email protected].

Global Atlantic

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Global Atlantic Financial Group specializes in providing life insurance and annuity products that aid individuals and institutions in accomplishing their financial objectives. By focusing on investment and risk management expertise, the company helps clients secure stable retirement planning, manage long-term care expenses, and craft legacies. This commitment to tailored financial solutions supports a visionary workplace environment, making it an attractive employer for professionals aiming to impact financial security and innovation in the insurance industry.

Company Stage

Private

Total Funding

$1B

Headquarters

New York, New York

Founded

2004

Growth & Insights

Headcount

6 month growth

↑ 5%

1 year growth

↑ 11%

2 year growth

↑ 30%

INACTIVE