MassMutual Financial Group Contact Center Lead in Springfield, Massachusetts

Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We’re people helping people.

A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.

Together, we’re stronger.

Description

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Opportunity to join MassMutual’s new Enterprise Service organization. A team focused on providing a common, accommodating service and support experience that is client centric to all consumers of technology in order to improve their satisfaction and productivity with technology tools and applications. Help transform and shape the structure and direction of the function and play a critical role in the success of MassMutual.

Directs team responsible for providing a broad range of customer services needed by consumers of technology; the team is an initial point of contact for both field, home and regional office associates. The team will provide support 24 hours a day, 7 days a week, 365 days a year – whether through telephone, self-ticketing, click to chat, self-help, etc across multiple sites. First point of contact for reporting any systems issues and/or outages. Teams must quickly assess and alert support areas of minor or major impacts being on the front lines of the calls. Accountable to provide service within newly established service level agreements, drive down inventory levels and clear any back log. Continuously monitors procedures to ensure they are met by staff. Responsible for implementing process improvements and cost saving procedures. Encourages staff development and training; stays abreast of state and federal regulations. Contributes to the development and administration of the annual department operating plan and budget. Controls expenses, develops production goals, monitors production and prepares progress reports for upper management. Must have a continuous improvement and customer service mindset with the ability to use metrics, see trends and make necessary improvements to improve overall experience and contain costs. Teamwork across the organization in critical for success.

Responsibilities

  • Participates as a member of the organization’s management team contributing to the development of strategies and business goals

  • Accountable for selection and engagement of team members – attract, retain and develop talent

  • Ensure execution is aligned with best practices and standards are secure as per EIRM standards

  • Collaborate within and across all teams to ensure full team success and customer satisfaction

  • Provides information to business and technology partners about product line improvement opportunities and collaborates with them to drive down costs and support capabilities

  • Excellent oral and written communication, organizational and interpersonal skills

  • Exceptional customer service skills

  • Strong dedication to maintaining professional relationships with users and outside vendors

  • Ability to work effectively with all organizational levels individually and as part of a team and to communicate effectively with all levels of management and staff

  • Ability to remain calm under pressure and deal with stress associated with a fast-paced work environment

  • Influences the development of functional strategy

  • Has latitude in decision making

  • Establishes, directs and implements medium range work plan or goals for specific work groups managed

Basic Qualifications

  • Minimum 5 years of related work experience

  • 3 years of management experience

  • Ability to travel on occasion is required

  • Authorized to work in the United States without sponsorship now or in the future

Preferred Qualifications

  • 7 years of related work experience preferred

  • 5 years of management experience preferred

  • Job-related experience in IT Support or call center leadership desirable but not needed

Ranked No. 93 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2018) and recognized as a World’s Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

CORE VALUES

Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy.

Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies.

Value People: We respect and learn from each other’s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential.

Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand.

Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day.

For more information, visit www.massmutual.com or find us on Facebook, Twitter, LinkedIn, YouTube, Google+, Instagram and Pinterest.

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

At MassMutual, we’re fostering an inclusive and dynamic environment where our employees are valued for who they are and can build successful careers. For us, diversity and inclusion is more than a goal, it’s the only way forward.

• 100% rating on the Human Rights Campaign Corporate Equality Index (2018)

• National Association for Female Executives Top Company for Executive Women (2018)

• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2018)

• Working Mother Media 100 Best Company (2017)

• Military Friendly Employer (2018)