Customer Contact Center Manager

Together we fight for everyone’s opportunity for a better financial future. We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today. Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision. Get To Know The Opportunity As a Contact Center Manager, you will lead the day-to-day operations of the Contact Center function, ensuring delivery against team and departmental goals. This role is accountable for driving employee engagement, developing talent, maintaining compliance with regulatory and internal standards, and leading strategic improvements to enhance service quality and operational efficiency. The Contributions You’ll Make Manage daily Contact Center operations, ensuring team and departmental performance goals are consistently met Drive employee engagement, development, and career growth across the team Lead hiring, onboarding, performance management, and compensation decisions for staff Conduct performance reviews and provide ongoing coaching and feedback Ensure compliance with all applicable regulatory requirements, securities laws, and internal compliance procedures Lead and execute strategic initiatives to improve processes and outcomes Actively monitor call queues to ensure responsiveness and service level metrics are achieved Drive team efficiency and contribute to department budget performance and cost management Perform other duties as assigned Minimum Knowledge & Experience Bachelor’s degree (BA) or equivalent experience 7+ years of experience in a related product area 1–3 years of experience in a management or leadership role Strong organizational and communication skills Proven leadership and management capabilities Ability to manage multiple priorities and motivate a team Demonstrated negotiation and influencing skills Preferred Knowledge & Experience Experience leading contact center operations or similar customer‑facing teams Track record of driving process improvements and operational efficiency Experience managing within a regulated financial services environment How This Role Aligns To Our Core Four Instill Customer Obsession: Ensures high‑quality service delivery by monitoring call responsiveness and improving contact center performance to meet customer expectations. Transform with Automation/AI: Identifies and leads process improvement initiatives to streamline operations and enhance efficiency through smarter tools and workflows. Drive Higher Performance Through Our People: Builds a high‑performing team through hiring, coaching, performance management, and career development. Execute on the Fundamentals: Maintains strong operational discipline by ensuring compliance with regulatory requirements and achieving consistent performance and budget goals. Compensation Pay Disclosure Voya is committed to fair and equitable pay. The annual base salary range for this position is $78,990 – $98,740. In addition to base salary, Voya offers incentive opportunities, including annual cash incentives, sales incentives, and/or long‑term incentives based on role performance. Total compensation may vary based on geographic location, work experience, education, licensure requirements, and skill level. Be Well. Stay Well. Voya provides resources that can make a difference in your life. We offer an array of plans, programs, tools and resources designed to help you and your family thrive physically, financially, socially, and emotionally. What We Offer Health, dental, vision and life insurance plans 401(k) Savings plan – with generous company matching contributions (up to 6%) Voya Retirement Plan – employer‑paid cash balance retirement plan (4%) Tuition reimbursement up to $5,250 per year Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day Paid volunteer time — 40 hours per calendar year Equal Employment Opportunity Voya Financial is an equal‑opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law. Reasonable Accommodations Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities. #J-18808-Ljbffr Voya Financial