Bilingual Contact Center Manager — CX & Operations Lead

National Life Insurance Company Limited; Montpelier (VT); On-site; USD 75,000 - 105,000; Full time

Job summary

National Life Group is seeking a Manager, Customer Experience Center (CEC) to lead bilingual Contact Center teams supporting Life Insurance and Annuity businesses, delivering exceptional service for customers, agents, and partners. You will oversee daily operations, coach associates, and drive performance across multiple sites.

The role emphasizes collaboration with distribution leadership, internal partners, and external vendors to optimize service delivery and foster a high-performing,

Qualifications

• Bilingual capabilities are required for customer and partner interactions.
• Proven leadership and coaching experience in a multi-site contact center.

Responsibilities

• Lead, mentor, and develop Contact Center representatives across multiple sites to deliver exceptional customer service.
• Monitor operations to ensure service quality, productivity, and compliance.
• Collaborate with internal partners and external vendors to resolve issues and enhance service delivery.
• Drive operational excellence and continuous improvement across lines of business.

Skills

Bilingual English/Spanish

Contact Center leadership

Education

Bachelor's degree in Business, Operations Management

Job description

National Life Group is seeking a Manager, Customer Experience Center (CEC) to lead bilingual Contact Center teams supporting Life Insurance and Annuity businesses, delivering exceptional service for customers, agents, and partners. You will oversee daily operations, coach associates, and drive performance across multiple sites.

The role emphasizes collaboration with distribution leadership, internal partners, and external vendors to optimize service delivery and foster a high-performing,