Associate Manager, Customer Service Job Listing at Prudential in Thousand Oaks, CA

Under direction of the Customer Service Manager, responsible for all day-to-day pension administration operations.

• Plans, directs, supervises and evaluates workflow for call center, payment processing, participant maintenance, and/or quality review functions to meet operational requirements. Supervises a team of 10+ people; to include hiring, firing and performance management.


• Ensures the volume of work produced meets product/service standards and exceeds quality standards.


• Develops short/long-term customer service objectives and continuously monitors procedures.


• Recognizes and recommends operational improvements.


• Responsible for the day-to-day application of organizational policies and procedures.


• Monitors calls through silent and side-by-side monitoring to ensure that performance and compliance standards are maintained.


• Completes weekly and monthly unit reporting requirements.

• 5 years experience in a customer service driven industry.
• 2+ years supervisory experience over a minimum of 5 to 7 people required.  Financial services industry supervisory experience preferred.
• Excellent leadership and personnel management skills.
• Customer focus and service orientation is essential.   
• Exceptional client level interaction relationship building abilities.
• Must be able to communicate effectively with all levels of an organization from line processors to senior executives.
• Ability to support, evaluate and drive change proposals.
• 2 or more years experience supervising inbound call center or other demand processing queue management preferred.
• Excellent interpersonal skills; written and verbal.
• Strong attention to detail.
• Demonstrated project management skills with the ability to consistently exceed deliverables in a high volume production environment; must be able to manage workflow and handle multiple projects simultaneously
• Must possess ability to work independently and within the team to meet deadlines and prepare materials with a high degree of accuracy
• Must be highly organized, detail-oriented, proactive, resourceful, and able to exercise sound judgment
• Advanced level of proficiency in MS Office 2007 Suite (particularly Word, PowerPoint and Excel)
• 4 year degree or 4 years of equivalent job experience required. MBA candidate strongly preferred.