Call Center Manager - Associate Director

The MassMutual Financial Group is a global, diversified financial services organization with more than $395 billion in total assets under management. Our family of companies serves the needs of nearly 13 million clients by providing a broad-based portfolio of financial products and services including: investments, annuities, disability income insurance, life insurance, retirement services/401(k) plans, trust services, mutual funds and long-term care insurance. MassMutual Financial Group is committed to providing an inclusive work environment that capitalizes on the talents and contributions of all employees, regardless of age, race, gender, background, religion, disability, national origin, sexual orientation, or personal interests and beliefs.  We understand the importance of a diverse range of talent and ideas, and encourage our employees to share in this understanding. We foster respect for our employees, and provide a culture where each individual has the opportunity to be just that – an individual. Our impressive array of talented employees enables us to provide exceptional service to our continually expanding, diverse client base.  The strong growth of our business, ongoing development of new products and expansion into new markets is dependent on the inclusive work environment we maintain.   RESPONSIBILITIES Identify and select the best people with the right skills and qualifications during the recruiting and hiring of Customer Service professionals Effectively manage business operations, key customer trends, financial performance, and compliance with regulatory factors, manage risk, and drive results. Establishes and assesses the achievement of realistic, challenging objectives through regular communication and formal performance evaluation Ensure employees understand how their role impacts the business and identifies areas to support employee development; recognizes positive performance and addresses performance/behavior situations in a timely and appropriate manner Foster a positive team environment and provide ongoing guidance and career development opportunities to direct reports Participates as a member of the management team to develop unit objectives to align with overall business direction and strategies for the larger organization. Contributes to the development of financial, budget and resource planning needed to achieve department business objectives. Master use of call center resource management tools with key operational focus Consistently deliver on commitments to our customers, take ownership for resolving escalated and/or complex customer service requests; actively participate and drive quality assurance initiatives Maintain open and productive communications with fellow managers within and outside the business, and leverage teamwork with peers to drive results Responsible for activities that span service center operational hours of 8am to 8pm Manage projects and special assignments as required Display a solid command of the Winning Ways required of all MassMutual employees Act as a role model.  REQUIREMENTS College degree and/or equivalent experience 1 – 3 years previous customer service / operational experience in a leadership role Financial Services product and industry experience Experience and understanding of call center technology a plus Excellent verbal and written communication skills Ability to collaborate and maintain strong working relationships Ability to lead and motivate large teams while meeting operational and financial objectives Attainment of required job-specific licenses and registrations (such as FINRA Series 7 and 24 within 6 months) This opening currently resides in Springfield, MA.  However, as organizations and their structures evolve, locations may be reevaluated and position location may change.  We are looking for candidates who have flexibility between MassMutual's two locations:  Springfield, MA, Enfield, CT. If you would like to apply to this position please click here HTTPS://RECRUIT.MASSMUTUAL.COM:443/sap/bc/erecruiting/posting_apply?param=cG9zdF9pbnN0X2d1aWQ9NDg4RUMzRjcyMEU2MDE2OEUxMDA4MDAwQUEwNjY2RDQmY2FuZF90eXBlPQ%3d%3d&sap-client=200  If you are already registered on our site, hit the “Applyâ€� button at the top left corner of the pageLogin our site and apply directly to the job.   If you are not registered on our site, please hit “Applyâ€� at the top left corner of the page and click register.  Register on our site.  You will receive via email an acknowledgement of your registration.   The email acknowledgement will include a link that must be clicked and/or copied and pasted into your browser in order to complete registration.  The link is only valid for 24 hours.  Once you have completed the registration process, go to www.massmutual.com  log in to our site and search for job number 50096988 and "APPLY".   In addition, if you would like to learn more about MassMutual, please visit www.massmutual.com. MassMutual is an Equal Opportunity EmployerM/F/V/D    Contact Information: Company: MassMutual Financial Group Location: Springfield, MA 01111 Job Category: Other Career Level: Manager (Manager/Supervisor of Staff) Status: Full Time, Employee