Job Description

Join Voya For A Better Financial Future

Together we fight for everyone's opportunity for a better financial future. We will do this together with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone's access to opportunities. The status quo is not good enough we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.

Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with and those we acquire throughout our lives are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your voyage

Profile Summary

Responsible for the overall quality initiative in the Call Center. Monitor all Call Center reps performance for consistency according to company guidelines and procedures.

Please note: Work location for this role is flexible! This position allows 100% remote work from home if located near Jacksonville, FL or Windsor, CT. If located in New York City area this will be a hybrid-office/home role. You will report 5 days in-office during the first 6 months. Your hybrid-office/home schedule will be finalized with your manager. Our office is located at 22 Cortlandt Street, New York, NY.

Profile Description

• Develop programs that measure and evaluate CSA performance and the organization's ability to meet the corporate and industry standards of excellence
• Monitor calls and provide feedback to Call Center managers and Call Center Rep in a timely and consistent manner
• Provide side by side coaching and/or one on one coaching sessions for all customer service representatives
• Responsible for continued development, measurement and constant improvement, regarding quality and individual metrics. Implement development plan for each representative to meet and exceed quality goals.
• Provide Call Center management with individual, team and overall performance evaluations
• Assist with design and implementation of other quality related initiatives
• Act as liaison between Call Center and planning and marketing departments on matters related to the center's performance
• Assist the Training department to improve new employee and recurrent training curriculum
• Other duties as assigned.

Knowledge & Experience

• Minimum 1-3 years business experience in a call center environment.
• Excellent written and oral communication skills
• Demonstrate strong interpersonal and organizational skills
• Bachelor's degree or equivalent work experience (preferred)

Voya is committed to pay that's fair and equitable, which means comparable pay for comparable roles and responsibilities. The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Actual compensation offered may vary from the posted salary range based upon the candidate's geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$51,220 - $64,030 USD

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That's why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and 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

At Voya, we have identified the following critical skills which are key to success in our culture:

• 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.

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.

Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.

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