Thrivent Financial Dir, Contact Center (Remote) in Minneapolis, Minnesota
Thrivent’s Purpose: Why we existWe believe humanity thrives when people make the most of all they’ve been given. Thrivent’s Promise: What we exist to doWe help people achieve financial clarity, enabling lives full of meaning and gratitude.Role Description:The Director, Contact Center is responsible for leading a team of Client Care Professionals (CCPs) within the Thrivent Contact Center. The person in this position is responsible for the development and implementation of processes, monitoring agent performance and metrics that align the department with the strategic goals of the Thrivent organization. This position is also responsible for team development and performance of staff as well as morale of the various teams.The Director will work closely with functional leaders and business stakeholders to diagnose needs and develop plans to improve overall effectiveness. This includes building robust change management processes to enable the successful launch and adoption of initiatives. The leader of this area will have a deep understanding of contact center disciplines including workforce management, Quality performance, Voice of the Customer (VOC), Training, and call routing effectiveness. The Director, Contact Center is a key member of the Commercial Operations Leadership Team, reporting directly to the Vice President, Contact Center.This can be a remote position within the US.
Job Duties and Responsibilities
Develop strategic planning and goal setting that provide the targets of execution for work processes within function process areas to meet performance goals.
Accountable for the processes related to the delivery of service. Build effective relationships with internal and external customers.
Develop and implement strategic direction for diverse disciplines or functional areas.
Establish business goals that align with corporate objectives and hold managers accountable for delivering results
Champion or sponsor cross-functional business initiatives or operational improvments; representing the call center and leading change initiatives
Manage the workflow processes and boundaries between teams which report directly and with other parts of the organization.
Select, develop, and coach leadership team.
Convey division, department and business strategies, impacts, and expectations to first-level managers.
Understand industry practices and apply to core operations.
Understand and assess fraud, regulatory risk and implement systems to manage risk.
Manages vendor relationships; determine acceptable contract terms and conditions and monitors performance against them.
Assist in product/solution development and accountable for timely product/solution implementation.
Develops and reports on key metrics of programs and processes to monitor trends, demonstrate meaningful impact, and identify opportunities for continuous improvement.
Develops, inspires, and manages high-performing team and in a work-from-home (WFH) environment.
Manages performance to include coaching, mentoring, and development of career paths. Incorporates best practices and the use of formal development plans.
Establishes and effectively manages budget and financial and people resources.
Models Thrivent’s leadership competencies – courage, collaboration, and commitment. Recruits, develops, and sustains a high-performing team while promoting a culture of shared accountability, operational excellence, and partnership across the organization.
Establishes and fosters an environment in which Thrivent employees and colleagues are focused on continuous improvement, exceptional employee engagement, and an unwavering commitment to our clients. Shapes and reinforces a culture that represents the Thrivent purpose, promise and values, ensuring that Thrivent’s trust and reputation remain strong with its clients and across Christian communities.
Required Job Qualifications
Bachelor’s degree in business, management, learning & development, or related business field or equivalent.
Master’s degree a plus.
Significant experience in financial services industry and/or fraternal benefit societies, or expertise in the insurance industry.
Deep understanding of Annuity, Life, and Health product lines and operational requirements.
Demonstrated experience (10+ years) leading operational contact center service teams
Strong business acumen, ability to connect the dots, identify strategic business priorities and drive meaningful impact in pragmatic and sustainable ways.
Strategic thinker with strong conceptual ability, coupled with a proven track record of executing initiatives with excellence.
Self-directed, able to effectively handle ambiguity, change and transformation.
Experience navigating complex and matrixed organizations to achieve desired results.
Exceptional communication and influencing skills. Ability to build trusted relationships with senior business leaders.
Facilitation skills for group processing, and learning experiences (in-person, large group and/or virtual settings).
Ability to effectively work under pressure and manage multiple competing priorities.
Excellent coaching and people leadership skills.
Collaborative leader, able to challenge the status quo while building effective partnerships with key stakeholders.
Tenacious, committed, constructive, and results-oriented with high energy and sense of urgency.
Experience effectively leading through change; Passionate about leading on a large scale through others and leveraging systems to engage people and drive results.
Series 6 & 26 required; or must be obtained within 6 months of hire.
Ability to travel as needed.
Thrivent provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex , gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state , or federal law. This policy applies to all employees and job applicants.
Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation , please let us know by sending an email to firstname.lastname@example.org or call 800-847-4836 and request Human Resources.
At Thrivent, we believe money is a tool, not a goal. Driven by a higher purpose at our core, we are committed to providing financial advice, investments, insurance, banking and generosity programs to help people make the most of all they’ve been given. At our heart, we are a membership-owned fraternal organization, as well as a holistic financial services organization, dedicated to serving the unique needs of our customers. We focus on their goals and priorities, guiding them toward financial choices that will help them live the life they want today—and tomorrow.
For over 100 years, Thrivent has been helping people build their financial futures and live more generous lives. Today, it’s a Fortune 500 company that offers a full range of expert financial solutions, serving more than 2 million customers, as well as the communities in which they live and work.
Thrivent fosters a diverse workforce to serve our diverse clientele, reflecting a wide range of backgrounds and experiences. If you’re intrigued about our work and the possibility of becoming part of it, we invite you to visit Thrivent.com to learn more. You won’t just build a career; you’ll be part of an organization focused on growing, innovating, and serving.