Manager, CX Operations (Process Owners Call Center) - ICMA-RC dba MissionSquare Retirement

Join a great place to work with MissionSquare Retirement, a FINANCIAL SERVICES LEADER in public sector employee retirement products and services. Headquartered in Washington, DC, MissionSquare Retirement was founded to provide portable retirement benefits for city and county managers, enabling accumulated retirement assets to be transferred between employers. Today, MissionSquare Retirement serves more than 1.5 million participant accounts, and more than 9,000 retirement plans across the country. We have an extraordinary talent base and invite you to consider joining MissionSquare Retirement's Client Experience Team. 

Please note: This position is not limited to Washington, DC. It is available for remote candidates across the United States. 

The Manager, CX Operations (Process Owner Call Center) is responsible for overseeing assigned client-related processes with the objective to deliver an exceptional client experience. This position focuses on participants' overall call center experience and defines, develops, and seeks to optimize processes related to the call center. The position is also responsible for process analytics, reporting, and engaging with key stakeholders and MissionSquare’s external strategic partner.

*This is a remote position*

Essential Functions for this role include:

• Leverage knowledge of end-to-end retirement Call Center processes in order to improve and enhance how such processes impact the client experience
• Provide oversight to the participant call center operations and ensure the MissionSquare Retirement external Strategic Partner provides the necessary controls to ensure they meet SLA’s.
• Work with stakeholders and MissionSquare’s strategic partner to define and optimize processes
• Monitor call center operations and provide regular reporting on key metrics around call center performance
• Work with an independent third party to review call quality reports and identify training opportunities for call center staff
• Identify process inefficiencies and gaps, identify potential solutions, and track issues to resolution
• Other duties as assigned

If you have the following skills, we encourage you to apply:

• BA/BS degree or equivalent experience
• Five to seven years of Retirement plans call center experience in a client-focused environment. 
• Retirement Plans record-keeping experience
• Ability to collect and analyze information, problem-solve, and make data-based decisions
• Knowledge of Structured Query Language (SQL)
• Experience with record keeping administration on the TRAC platform
• Ability to map business processes and visualize information for stakeholders
• Experience with workflow/business process management through the AWD application
• Proficient in Microsoft Office Suite (e.g., Word, XLS, PPT)

 To benefit your career and support your wellbeing, we offer:

• Competitive Total Rewards (compensation and benefits) package, including 401(k) Plan with matching contributions
• Varied incentive plans
• Flexible/Hybrid work schedules
• Wellness programs
• Tuition reimbursement
• Professional and career development courses
• Mentoring programs
• Volunteerism program 

 As a company, MissionSquare Retirement is an Equal Opportunity Employer. We strive to create an environment that reflects the value and diversity of our employees and fosters respect among them. We believe that talent from diverse backgrounds will further enhance our ability, and mission, to serve those who serve their communities.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or any other protected classifications under any applicable law.