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

Responsibilities include overseeing day-to-day operations of the associate team to ensure the department meets or exceeds productivity and quality standards, fostering a positive and productive work environment, adoption and implementation of continuous improvement principles, monitoring and documenting employee performance, navigating and resolving complex matters, collaborating with associates to develop, document, and maintain procedures, onboarding new associates and providing comprehensive trainings, validating systems and workflows, and performing other duties as assigned.

Qualifications

Qualifications include a 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, 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, 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, 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 include vacation days, floating holidays, personal days, wellness days, sick days, paid volunteering days, health benefits, supplemental health benefits and life insurance, paid parental and maternal leave, 401 (k) savings plan with company match, Pension Plan, flexible workspace and arrangements, tuition and certification reimbursements, and infertilty 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.