Associate Manager, Customer Service Job Listing at Prudential in Shelton, CT

Responsible for all aspects of the daily operational performance of a customer service team in the Annuities Call Center.  Takes ownership of attracting, developing, retaining and actively managing a diverse talent pool.  Communicates in a way that inspires action and drives results.  Monitors and provides feedback to associates on measurements including call and case quality, productivity, and schedule adherence.

Responsible for ensuring excellent customer relations by seeking to understand the trends impacting our customers, competition and the marketplace.  Must have the ability to recognize, recommend, implement and measure operational improvements.
Ensures adherence to day-to-day application of organizational policies and procedures.
Typically supervises staff of 14-17 employees.

Position may require NASD series 6 and 63 licenses in the future.

Prudential and its affiliates, Newark, New Jersey are Equal Opportunity/Affirmative Action Employers and are committed to diversity in our workforce.

• Must have a passion for delivering top tier service, and driving customer and employee satisfaction.
  
• Proven leadership skills.
  
• Ability to provide technical assistance to their team and handle escalated calls and complex/sensitive cases.
  
• Ability to provide developmental feedback, and drive organizational results through others.
  
• Excellent written and verbal communication skills.
  
• Knowledge of annuity products, systems navigation, and product and process rules is required. Excellent time management and problem solving skills.
  
• Bachelors degree or greater preferred.
  
• Ability to work the 9:15 - 6:00 shift is required.