Sales and Service Manager

New York Life Insurance Company (New York Life or the company) is the largest mutual life insurance company in the United States. Founded in 1845, New York Life is headquartered in New York City, maintains offices in all fifty states, and owns Seguros Monterey New York Life in Mexico.

Supervises a Telemarketing/Customer Service teams in the Call Center area. Provides coaching, counseling, feedback and direction to licensed and non-licensed Service Agents. Responsible for leading daily activities of the team and coordinating service delivery for the department. Hire, train, coach, and mentor staff and proactively participate in staff development. Ensure the department meets all contractual service level agreements and identified business metrics. Responds to Member inquiries or complaints and assumes duties of Director as needed.

* Lead and manage a unit of sales and service Agents and support staff. * Monitor, evaluate, and provide feedback on Agent calls, mail processing, outbound calls, and member correspondence. * Ensure quality standards are met with member communication. * Meet or exceed identified associate, team, and department productivity and effectiveness goals. * Review and prepare individual and unit productivity reports on a daily, weekly and monthly basis. * Coordinate and deliver communication to staff via regular meetings and presentations. * Coordinate department activities and events as necessary. * Maintain current knowledge on life insurance related issues. * Maintain knowledge of processes and procedures in order to effectively deliver customer service. * Provide guidance to associates on technical and procedural issues. * Responsible for all personnel matters such as hiring, coaching, training, conducting performance evaluations, and approving schedule changes and vacation, attendance and overtime matters. * Interact and coordination of customer and staff resolutions with other departments on a daily basis. * Responsible for decision making on customer related matters.

* Bachelor's degree or equivalent experience required. * Strong motivational, organizational and communication skill (both oral and written). * Working knowledge of sales and customer service processes. * Working knowledge of contact center technologies and tools including workforce management tools, forecasting, and ACD telephone system. * 2 to 3 years financial service/insurance industry experience and leadership experience. * Ability to work independently and as part of the management team. * Strong problem solving and analytical skills. * Experience handling tasks, complaints, problems, and assignments in a call center environment. * Strong computer skills required. * Life, Health and Variable Annuities License (#215) or ability to obtain in 90 days. * Familiarity with scheduling and forecasting in a customer service and sales environment