Contact Center Manager Jobs

Pacific Life is investing in bright, agile and diverse talent to contribute to our mission of innovating our business and creating a superior customer experience. We’re actively seeking a talented Contact Center Manager to join our Workforce Benefits Contact Center team in Newport Beach, CA; Aliso Viejo, CA; or Omaha NE. This role can be on-site, hybrid, or 100% remote.

As a Contact Center Manager, you’ll play a key role in building and providing a first-class empathetic and frictionless service experience in the Workforce Benefits division.

How You Will Make An Impact

• Perform other duties as assigned.
• Consistently supports, promotes, and drives change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
• Leads a team of supervisors in the contact center. Supports the team and ensures that supervisors and frontline agents are performing at or above expectations. Active in or effectively oversees hiring, coaching, and performance management of individuals in the Contact Centers.
• Leads a positive work environment in the Contact Center, that aids our ability to attract and retain top talent at all levels.
• Leads by example in a culture of innovation and continuous improvement – driving process improvement to deliver improved customer experience, employee experience, efficiency and digital adoption. Maintains a strong knowledge of industry trends and new/emerging technology.
• Ability to build and maintain strong working relationships with partners/peers within the company but outside the Contact Center.
• Thorough engagement with assigned vendor(s) that support the Contact Center to ensure that vendors meet Pacific Life’s expectation of performance, contractual obligations, and regularly meet/surpass all outlined KPIs.
• Knowledge of processes and procedures in the Contact Center, including knowledge of workflows and processes upstream and downstream that impact Contact Center operations.
• Responsible for the day-to-day operation and performance of assigned team(s) within Pacific Life’s Workforce Benefits Division Contact Centers.
• Identifies, understands and ensures that actions, behaviors and decisions are consistent with the department, division and Pacific Life Mission & Vision.
• Fosters strong partnerships and collaborates with key internal areas, such as Compliance/Legal, Support Services, Intake/Admin, etc.
• Ensures that assigned team(s) meet or exceed all KPIs and customer experience measures.
• Works closely with Finance/Workforce Management to develop staffing plans for current and future expected volumes as well regular budgets for the department.
• Takes an active and visible role in leadership of the Contact Center. Accessible to all employees through open door policy/one over one meetings. May lead broad Contact Center meetings and send department-wide communications.

The Experience You Will Bring

• Business background which includes group benefits experience
• Ability to utilize logic and analytic discipline to solve problems and identify viable solutions
• Demonstrated time management and organizational skills
• Detail oriented with ability to make balanced and objective decisions with at the highest degree of integrity
• College degree or equivalent experience required. Master’s degree preferred.
• Ability to manage multiple priorities and approach work with an agile mindset
• 8+ years of progressive experience in contact centers and/or group insurance, including 3+ years of people management experience, including experience managing managers/supervisors.
• Effective communication skills both verbal and written
• Experience partnering with Workforce Management, influencing/driving forecasts, and experience in annual budgeting processes.
• Will need to gain expert knowledge of Pacific Life’s workforce benefits platforms such as claims administration system and workflow tools

What Will Make You Stand Out

• Experience with Amazon Connect/AWS and Community WFM
• Advanced degree, i.e. MBA
• Experience leading Contact Centers in Group Benefits

Base Pay Range

The base pay range noted provides a basis to determine the appropriate offer dependent upon several factors including but not limited to geographic location, experience, skills, education and pay equity. Also, most employees are eligible for additional incentive pay.

$88,100.00 - $110,100.00 - $148,700.00

Your Benefits Start Day 1

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.

• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
• Paid Parental Leave as well as an Adoption Assistance Program
• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off
• Competitive 401k savings plan with company match and an additional contribution regardless of participation

EEO Statement

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.