Call Center Supervisor

Retirement Services Supervisor

The Retirement Services Supervisor will oversee a team of call center associates responsible for servicing annuitants within Banner Life's Pension Risk Transfer (PRT) business. This role will be responsible for quality assurance by monitoring and evaluating associate performance to confirm adherence to established company standards while also analyzing and resolving complex issues that arise within the call center environment. Additionally, the incumbent will be responsible for staff training and development, workload management, and, in conjunction with the leadership team, drive continuous improvement initiatives to ensure performance metrics are consistently achieved and foster a positive work environment.

Responsibilities

• Responsible for overseeing day-to-day operations of Associate Team to ensure the department meets or exceeds productivity and quality standards.
• Foster a positive and productive work environment by consistently modeling professional and collaborative behaviors and holding team accountable to those standards.
• Adoption and implementation of Continuous Improvement principles and the Company's behaviors to facilitate the development of the department and associates.
• Monitor and document employee performance and provide timely and effective feedback, coaching, and training as appropriate.
• Responsible for navigating and resolving complex matter including complaint analysis, power of attorney approvals, and team conflict.
• Collaborate with associates to develop, document, and maintain procedures.
• Responsible for onboarding new associates and providing comprehensive trainings
• Identify skills gaps on the team and provide ongoing training and development as needed.
• Validate systems and workflows to ensure all processes are functioning correctly, signing off on UAT for system modifications as well as identifying defects and define options for remediation.
• Perform other duties as assigned.

Qualifications

• Bachelor's Degree or equivalent work experience.
• 3+ years of management/leadership experience.
• 3+ years of Pension Risk Transfer customer service or retirement plan administration experience.
• Experience leading, coaching, and developing teams.
• Demonstrated ability to inspire and engage others.
• High level of confidentiality, discretion, and professionalism.
• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, etc.).
• Strong analytical, organizational, and project management skills.
• Ability to balance multiple priorities in a fast-paced environment.
• Proven ability to build trust and manage relationships.
• Exceptional oral and written communication skills as well as presentation skills; ability to deliver information in a concise manner.
• Willingness to travel as needed.
• Ability to work independently in a team environment
• Strong project management, organizational, and problem-solving skills.
• Ability to prioritize multiple tasks, work independently, and exercise good judgment.
• Self-motivated, proactive, and detail-oriented with a strong sense of ownership.
• Proven ability to build trust, maintain relationships, and lead through influence.
• Exceptional oral and written communication skills.
• Demonstrated ability to interact effectively with senior management and external clients.
• Collaborative team player with a flexible, solution-oriented mindset.
• Ability to work with minimal direction while exercising good judgment, demonstrating flexibility, and prioritizing multiple tasks with competing deadlines
• Self-starter with a strong sense of ownership and involvement

Benefits:

• 10 - 25 vacation days, depending on experience level and years of service
• 4 floating holidays, 2 personal days, & 2 wellness days
• 10 - 15 sick days, depending on years of service
• 2 paid volunteering days
• Health benefits, including medical, dental, and vision coverage
• Supplemental health benefits and life insurance
• 6 weeks of paid parental and maternal leave
• Immediate vesting into a 401 (k) savings plan with up to 6% company match
• 100% employer-contributed Pension Plan - Cash Balance Plan after 1 year of service
• Flexible Workspace and Arrangements
• Tuition and Certification reimbursements
• Infertility and domestic partner benefits

The expected hiring compensation range for this position is $75,000 - $85,000 USD annually. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The current bonus target for the position is 5% of the base salary with a stretch to twice the target, modified for corporate and individual performance.

** This role is hybrid located in Frederick, MD**

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.