Manager, Call Center

broadridge; Edgewood (NY); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

Bonus Eligible

Job summary

Broadridge is seeking a results-driven leader to manage the performance of our call center operations in a dynamic, regulated financial services setting. You will oversee vendor relationships, drive client interactions, and ensure service levels and KPIs are met.

You will lead forecasting, workforce planning, and QA/training programs while partnering with senior leadership on strategic initiatives and process improvements. Salary ranges reflect market norms and experience.

Responsibilities

• Lead and oversee the performance of the call center operations, ensuring service levels, quality standards, and KPIs are consistently met.
• Provide direct oversight of third-party call center vendors, ensuring contractual goals and performance objectives are achieved.
• Manage call center-client interactions, including performance feedback, calibration sessions, and continuous improvement efforts.
• Respond to and resolve complex internal and external inquiries, including escalations.
• Serve as a subject matter expert on Transfer Agency policies, procedures, and regulatory requirements.
• Partner with internal stakeholders to anticipate volume fluctuations resulting from mailings, corporate actions, or other shareholder communications and proactively plan staffing needs.
• Oversee Quality Assurance and Training programs, including curriculum development, coaching, and ongoing performance management.
• Analyze call center data and develop reporting to drive operational insights and performance improvements.
• Lead forecasting and workforce planning efforts to ensure operational efficiency and cost discipline.
• Manage special projects and strategic initiatives impacting service delivery.
• Participate in operational governance meetings and recommend process improvements to enhance service and reduce risk.

Job description

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.

This role is responsible for operational performance, vendor oversight, regulatory alignment, workforce planning, and continuous improvement initiatives.

The ideal candidate will combine strong operational leadership with data-driven decision-making, a focus on client experience, and a deep understanding of service delivery within a regulated financial services environment. This individual will partner closely with senior leadership to enhance performance, optimize processes, and support strategic initiatives.

• Lead and oversee the performance of the call center operations, ensuring service levels, quality standards, and KPIs are consistently met.

• Provide direct oversight of third-party call center vendors, ensuring contractual goals and performance objectives are achieved.

• Manage call center-client interactions, including performance feedback, calibration sessions, and continuous improvement efforts.

• Respond to and resolve complex internal and external inquiries, including escalations.

• Serve as a subject matter expert on Transfer Agency policies, procedures, and regulatory requirements.

• Partner with internal stakeholders to anticipate volume fluctuations resulting from mailings, corporate actions, or other shareholder communications and proactively plan staffing needs.

• Oversee Quality Assurance and Training programs, including curriculum development, coaching, and ongoing performance management.

• Analyze call center data and develop reporting to drive operational insights and performance improvements.

• Lead forecasting and workforce planning efforts to ensure operational efficiency and cost discipline.

• Manage special projects and strategic initiatives impacting service delivery.

• Participate in operational governance meetings and recommend process improvements to enhance service and reduce risk.

Salary range $90,000.00- $100,000.00. Bonus Eligible.

Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, and education.

We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company - ultimately a community that recognizes and celebrates everyone's unique perspective.

Use of AI in Hiring

As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.

Disability Assistance

We recognize that ensuring our long-term success means creating an environment where everyone is welcome, where everyone's strengths are valued, and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or expression, and pregnancy), marital status, national origin, ethnic origin, age, disability, genetic information, military or veteran status, and other protected characteristics protected by applicable federal, state, or local laws.

If you need assistance or would like to request reasonable accommodations during the application and/or hiring process, please contact us at 888-237-7769 or by sending an email to [e-mail].