• Job Description

  Req#: JR00091538

  You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

  Job Description:

  Position Summary:

  The Senior Manager, Contact Center is responsible for the leadership of the Contact Center Representatives and Lead Contact Center Representative. This team is a first point of contact for our clients through multiple client specific phone lines. The Senior Manager will develop strategies to provide the best customer experience possible, while also meeting the needs of the team and business.

  The essential functions and responsibilities of this job position include, but are not limited to the following:

  • Lead, hire, train, develop and motivate a team of Contact Center Representatives capable of providing exceptional service to internal and external clients
  • Manage workflow, monitor call queues, and overall department performance metrics; tracking and reporting for accuracy, anticipating client needs and ensuring the team meets or exceeds key performance goals and client service standards
  • Predict future call volumes and develop strategies to meet anticipated demands
  • Maintain and demonstrate an understanding of various clients, products and department functions, as well as internal telephonic operations
  • Provide consistent coaching and development to ensure a positive client experience is provided through each and every contact; proactively performance managing when expectations are not met
  • Develop talent bench strength for future opportunities, aiming to prepare talent for other areas of the business
  • Provide guidance to the Lead Contact Center Representative, ensuring they provide support to the team through problem solving complex issues and difficult calls, identifying trends, training, and mentoring
  • Ensure the team operation and staffing is efficient, effective and in compliance with all state and federal requirements, privacy procedures, and guidelines
  • Identify trends and areas of opportunity, recommending and implementing continuous improvements to business processes and procedures to ensure the team operates effectively
  • Communicate department issues and make recommendations for resolution to management team
  • Participate in the development and communication of internal policies, procedures and systems
  • Assist the team with resolving complex issues and difficult calls; addressing promptly and in accordance with service standards
  • Ensure that employees remain engaged in achieving our strategy and goals, and understand the key role that they play in ensuring our success
  • Identify trends and efficiencies, recommending and implementing continuous improvements to business processes and client service to ensure the team operates effectively
  • Ensure staffing is sufficient based on call volumes; ensure proper staffing during peak time periods and planned and unplanned time off
  • Work with Telephonic Intake Manager to cross train staff between the teams
  • Communicate department issues and make recommendations for resolution to management team
  • Provide support to Integrated Absence & STD managers and consultants, clients, and others as intake questions or issues arise.
  • Pulls recorded calls, reviews and summarizes calls as needed as customer service issues arise
  • Reviews recorded calls for quality assurance and provides feedback to team
  • Monitors representatives Key Performance Indicators for the monthly One on One Scorecard
  • Monitors for and engages staff regularly in active client brand protection
  • Creates and runs reports to monitor metrics, turnaround times, hold times, abandoned calls, etc, to meet client service level agreements
  • Assists with filling out RFP questionnaires relating to Contact Center from clients
  • Troubleshoot FTP transfer issues, telephone issues, or other information technology issues; working with external vendors and internal technical support; following up to ensure resolution
  • Collaborate with Claims Managers and other operational area teams, establishing and maintaining open communication and partnership, ensuring the team performance positively impacts the organization
  • Maintain and regularly update department documentation, including job aids or related workflow tools
  • Embraces change and guides staff through positive and proactive change management
  • Stays current with contact center industry trends and developments
  • Other duties as assigned

  Position Requirements and Qualifications:

  • Minimum of five years progressively responsible related work experience required; prior contact center management experience strongly preferred
  • Demonstrated leadership qualities; prior management experience preferred
  • Knowledge of Federal and State disability and leave laws such as FMLA or state leaves preferred
  • Proven ability to engage, retain, and develop talent
  • Demonstrated ability to give timely, candid, and meaningful feedback
  • Strong analytical, critical thinking, problem solving skills, and decision-making skills
  • Acts with confidentiality, discretion, and tact
  • Ability to manage conflict comfortably and effectively
  • Ability to work in a self-directed manner, and initiating and prioritizing regular work duties and projects
  • Excellent professional written and verbal communication skills
  • Ability to present to large or small groups
  • Customer service focus with the ability to be empathetic
  • Detail oriented, organized, strong time management skills in order to meet deadlines and promptly respond to unexpected requests
  • Strong computer skills; proficient in PC environment, with skills in Excel, Word and Outlook
  • Ability to work professionally and effectively with co-workers, clients, claimants, vendors and others with whom FullscopeRMS does business
  • High School degree required, college degree preferred

  Do you see yourself in this role even if you haven’t checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you.

  Not ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you!

  Life is brighter when you work at Sun Life

  • Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical, and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more
  • Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account
  • A flexible work environment with a friendly, caring, collaborative and inclusive culture
  • Great Place to Work® Certified in Canada and the U.S.
  • Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running

  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

  If you are a California resident, the salary range for this position is:

  • Southern region: $68,000-$102,000 annually
  • Central region: $71,700-$107,600 annually
  • Northern region: $76,600-$114,900 annually

  If you are a Colorado resident, the salary range for this position is $64,900-$97,400 annually.

  If you are a New York resident, the salary range for this position is $76,600-$114,900 annually.

  If you are Washington resident, the salary range for this position is $71,700-$107,600 annually.

  • The full range minimum and maximum listed in the job posting is tied to the GCF level and job family.

  We consider various factors in determining actual pay including your skills, qualifications, and experience. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits.

  Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more.

  At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

  #LI-remote

  Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email recruitingUS@sunlife.com to request an accommodation.

  At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

  For applicants residing in California, please read our employee California Privacy Policy and Notice.

  Job Category:

  Customer Service / Operations

  Posting End Date:

  11/02/2024

  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

• About the company

  Sun Life Financial Inc. is a Canadian financial services company.

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