National Contact Center Team Manager at TIAA — Dallas, TX
Full job description
The NCC Team Manager manages a team of Financial Services Consultants, ensuring individual and team success in taking calls from clients and fulfilling both their transactional needs and their product and services informational needs. This job sets day-to-day operational objectives for team members and ensures that policies and procedures are understood and followed by direct reports.
Key Responsibilities and Duties
- Ensures customer service calls are answered in a timely, efficient and knowledgeable manner.
- Monitors staff utilization and implements contingency plans to ensure service levels are being met.
- Oversees compliance of supervisory policies/procedures and teams.
- Ensures the team's adherence to government, state and organization regulations (e.g. SEC, FINRA, state Insurance Department, etc.).
- Leads quality/referral call reviews with team members.
- Coaches and develops team members to achieve performance goals and objectives.
Educational Requirements
- No Advanced Degree Required Preferred
Work Experience
- 3+ Years Required; 5+ Years Preferred
FINRA Registrations
- SRC Indicator: Series 6 or 7; Series 63; Series 26 or 24
Physical Requirements
- Physical Requirements: Sedentary Work
Career Level 7PL
Required Experience:
- 3+yrs of work experience
- 2+yrs of Contact Center or Customer Service experience
- Experience coaching and developing contact center teams.
- Series 6 or 7 and Series 63 required.
- Must obtain your Series 24 or 26 within 120 days.
Preferred Experience:
- Problem solving skills to enhance processes and client experience.
- Experience in financial services industry.
- Prior Management experience preferred
This role will require a new 18-month commitment for the NCC
Related Skills
Anticipated Posting End Date:
2026-07-24
Base Pay Range: $77,600/yr - $88,000/yr
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