At The Standard, you’ll join a team focused on putting our customers first.

Our continued success is driven by a high-performance culture. We’re looking for people who are collaborative, accountable, creative, agile and are driven by a passion for doing what’s right – across the company and in our local communities.

We offer a caring culture where you can make a real difference, every day.

Ready to reach your highest potential? Let’s work together.

Our Contact Center managers provide leadership and direction for the delivery of services and support to clients/customers in a remote, high-volume contact center environment.

What you’ll do:

• Oversee and guide day-to-day operations of a team of call center representatives handling complex and high stakes customer inquiries and issues.

• Ensure client and corporate service, quality, financial, metric and performance goals within the department are met.

• Manage the planning and execution for staff and supervisor recruitment, development, and retention.

• Act as a resource to staff in solving difficult and unusual technical or product questions.

• Guide all facets of customer contact, ­which includes participating in the resolution of customer concerns and defining, developing, and overseeing customer contact strategies and solutions.

• Play an integral role in operations by analyzing and improving processes, procedures, and training needs.

• Liaise between customers and business divisions to resolve status, production, delivery, and billing inquiries.

• Remain up to date of market business trends and influence internal business processes accordingly.

• Remove barriers to drives team performance to goals.

Requirement for this role:

• Education: Bachelor's degree preferred or the equivalent combination of education and/or relevant experience required. HS Diploma or GED is required.

• Completion of or working toward CLU, FLMI, CEBS, CPDM, ASPPA or NIPA coursework or equivalent and as relevant to product line supported is preferred.

• At least 5 years of experience of working in a contact center environment

• 2 years in a leadership role is preferred.

• Detailed knowledge of the administration of product and product lines within a contact center.

• Current working knowledge of product regulations in finance, insurance, or a related industry is preferred.

• A proven track record of successfully analyzing and managing analytics, measurement, and improvement with a large client base via dashboards.

• Experience with IVR/AVR phone systems and WFO/WFM applications.

• Experience with change management and process improvement.

#LI-remote

Please note - the salary range for this role is listed below. In addition to salary, our package includes incentive plan participation and comprehensive benefits including medical, dental, vision and retirement benefits, as well as an initial PTO accrual of 164 hours per year. Employees also receive 11 paid holidays and 2 wellness days per year.

• Eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on various factors, including individual and organizational performance.

Salary Range:

Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender identity, sexual orientation, age, disability, or veteran status or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.