Customer Contact Center Manager

Job Summary

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, and drive employee engagement, talent development, compliance, and strategic improvements to enhance service quality and operational efficiency.
Key Responsibilities

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.
Compensation

$78,990 - $98,740
Benefits

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 are available for qualified individuals with disabilities. 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 refer to the resources for applicants with disabilities.

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