Customer Contact Center Manager at ALA Voya Retirement Insurance and Annuity Company — Hartford, CT

Get to Know the Opportunity: As a Contact Center Manager, you will lead the day-to-day operations of the Contact Center function, ensuring delivery against team and departmental goals. This role is accountable for driving employee engagement, developing talent, maintaining compliance with regulatory and internal standards, and leading strategic improvements to enhance service quality and operational efficiency.

The Contributions You’ll Make:

• Manage daily Contact Center operations, ensuring team and departmental performance goals are consistently met
• Drive employee engagement, development, and career growth across the team
• Lead hiring, onboarding, performance management, and compensation decisions for staff
• Conduct performance reviews and provide ongoing coaching and feedback
• Ensure compliance with all applicable regulatory requirements, securities laws, and internal compliance procedures
• Lead and execute strategic initiatives to improve processes and outcomes
• Actively monitor call queues to ensure responsiveness and service level metrics are achieved
• Drive team efficiency and contribute to department budget performance and cost management
• Perform other duties as assigned

Minimum Knowledge & Experience:

• Bachelor’s degree (BA) or equivalent experience
• 7+ years of experience in a related product area
• 1–3 years of experience in a management or leadership role
• Strong organizational and communication skills
• Proven leadership and management capabilities
• Ability to manage multiple priorities and motivate a team
• Demonstrated negotiation and influencing skills

Preferred Knowledge & Experience:

• Experience leading contact center operations or similar customer-facing teams
• Track record of driving process improvements and operational efficiency
• Experience managing within a regulated financial services environment

How This Role Aligns to Our Core Four:

• Instill Customer Obsession: Ensures high-quality service delivery by monitoring call responsiveness and improving contact center performance to meet customer expectations.
• Transform with Automation/AI: Identifies and leads process improvement initiatives to streamline operations and enhance efficiency through smarter tools and workflows.
• Drive Higher Performance Through Our People: Builds a high-performing team through hiring, coaching, performance management, and career development.
• Execute on the Fundamentals: Maintains strong operational discipline by ensuring compliance with regulatory requirements and achieving consistent performance and budget goals.

Compensation Pay Disclosure:

$78,990 - $98,740

Be Well. Stay Well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

Critical Skills

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills

Equal Employment Opportunity

Reasonable Accommodations

Misuse of Voya's name in fraud schemes