Bilingual Contact Center Leader: Customer Experience

National Life Group; Montpelier (VT); On-site; USD 70,000 - 102,000; Full time

Benefits offered by this job

Benefits start day one

401(k) eligibility

Vacation and sick time

Job summary

National Life Group is seeking a Manager for the Customer Experience Center in Montpelier, VT. The role leads bilingual teams supporting life insurance and annuities, driving service excellence and operational performance.

You will partner with distribution and vendors, coach staff, and align goals with company objectives. The position is onsite four days a week with core days Mon-Thu, subject to change with notice.

Qualifications

• Bachelor's degree in Business, Operations Management, or related field.
• 3+ years of leadership experience in Life/Annuity Operations or related industry.
• Bilingual proficiency in English and Spanish (verbal and written).
• Strong analytical, organizational, and communication skills.

Responsibilities

• Lead, mentor, and develop Contact Center representatives across sites.
• Set and track individual and team goals aligned with objectives.
• Coach, provide feedback, and manage performance to improve outcomes.
• Promote values and foster accountability, collaboration and improvement.
• Monitor operations across lines of business for quality and compliance.
• Collaborate with internal partners and vendors to enhance service.
• Analyze metrics and advise leadership on customer experience improvements.
• Support process improvements and operational initiatives.
• Ensure adherence to policies/regulatory requirements.
• Perform other duties as assigned.

Skills

Bilingual (English/Spanish)

Leadership

Customer service

Analytical skills

Coaching

Communication

Regulatory compliance

Education

Bachelor's degree in Business/Operations

Job description

National Life Group is seeking a Manager for the Customer Experience Center in Montpelier, VT. The role leads bilingual teams supporting life insurance and annuities, driving service excellence and operational performance.

You will partner with distribution and vendors, coach staff, and align goals with company objectives. The position is onsite four days a week with core days Mon-Thu, subject to change with notice.