Manager, Contact Center

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

Come join one of America’s fastest-growing insurance companies. Since 1848, National Life Group has aimed to keep our promises, providing families with stability in good times and in bad. Throughout that history, we have provided peace of mind to those families as they plan their futures.

Our mission extends beyond the insurance and annuities policies that we offer. We strive to make the world a better place through our grants from our charitable foundation, paid volunteer time for our employees, environmentally sustainable and healthy workplaces, and events that promote the work of nonprofits in our own backyard.

We foster a collaborative environment with opportunities for growth and encourage our associates to live our values: Do good. Be good. Make good.

Please note that we do not offer visa sponsorship for this position.

Role Summary

As Manager, Customer Experience Center (CEC), you will lead bilingual Contact Center teams supporting National Life Group's Life Insurance and Annuity businesses while delivering exceptional service experiences for customers, agents, and business partners. You will oversee daily operations, coach and develop associates, and drive operational excellence across multiple sites and lines of business.
You will partner with distribution leadership, internal business partners, and external vendors to optimize service delivery, improve operational performance, and foster a high-performing, customer-focused culture.

This position currently offers an onsite work schedule, with the expectation that youwill bein the officefour (4)days per weekduringonsite core days. Our current onsite core days areMonday,Tuesday, Wednesday, and Thursday. The work schedule type and core days are subject to change with advance notification and manager discretion.

EssentialDuties and Responsibilities

• Lead, mentor, and develop Contact Center representatives across multiple sites to deliver exceptional customer service.
  Establish and execute individual and team goals aligned with departmental and organizational objectives.
  Provide coaching, feedback, and performance management to develop associates and strengthen team performance.
  Promote National Life Group's values and foster a culture of accountability, collaboration, and continuous improvement.
  Monitor operations across multiple lines of business to ensure service quality, productivity, and compliance.
  Collaborate with internal partners and external vendors to resolve issues and enhance service delivery.
  Analyze operational metrics and provide recommendations to leadership to improve customer experience and efficiency.
  Support implementation of process improvements and operational initiatives.
  Ensure compliance with company policies and applicable regulatory requirements.
  Perform all other duties as assigned.

Minimum Qualifications

• Bachelor's degree in Business, Operations Management,