Aegon Asset Management Customer Care Supervisor in Cedar Rapids, Iowa
Job FamilyCust Care-Call Center
Job Description SummaryThe people of Transamerica bring expertise, creativity, heart and diverse thought to everything that we do-and to the communities where we live and workDo you consider yourself a strong leader? Do you have a track record of discipline and grit? If you answered yes, we are looking for you!What You Will Do: Supervise and facilitate the day-to-day operations in the Call Center. Monitor the daily activities of each Call Center Representative (CCR) with regard to the departmental service standards and quality goals.Job Description
What Success Looks Like:
Evaluates and coordinates workflow and activities to achieve expected volume.
Oversee departmental communications between CCR's and management staff with regards to policy/procedure changes, market updates and product/marketing initiatives.
Field problem calls and escalated calls from CCR's and ensure issues are resolved quickly and accurately. Requires in-depth knowledge of products and services.
Ensure proper training of each CCR. Monitor live and recorded calls providing constructive feedback in a timely manner. Coordinate efforts to improve quality of service in the department.
Coach and mentor the team while maintaining departmental standards. Ensure performance goals are realistic and achievement is maintained. Prepare and deliver performance evaluations objectively and in a timely manner.
Bachelor's degree in business or related field or equivalent experience. Minimum of 5 years relevant experience.
Bachelor’s degree preferred. Supervisory experience preferred.
Normal office environment.
This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation in order to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.
Why Work for Us
Total Rewards at Transamerica: It’s more than a paycheck.
Our comprehensive Total Rewards package is designed to help support you in many ways — throughout all stages of your life and career. We provide a competitive, market-driven program that encompasses base compensation, bonus potential, retirement, health and wellness benefits, learning and development opportunities, plus great employee perks. All designed with you in mind… to help you live your best life, grow personally and professionally - and feel valued for the work you do.
Learn more about our Total Rewards Package.
Equal Opportunity Employer:
Transamerica Life Insurance Company is an Equal Employment Opportunity employer and does not discriminate against any applicant or employee because of age, religion, sex, gender identity, genetic information, race, color, national origin, pregnancy, sexual orientation, marital status, participation in the uniformed services (e.g. U.S. Armed Forces, National Guard), physical or mental disability, or any other status protected by federal, state, or local equal employment opportunities laws.
Applicants with physical or mental disabilities may be entitled to a form of reasonable accommodation under the Americans with Disabilities Act and certain state and local laws. A reasonable accommodation is a change in the way things are normally done which will insure equal employment opportunity without imposing undue hardship on the Transamerica Companies. Please contact: email@example.com if you are a job seeker with a disability, or are assisting someone with a disability, and require assistance to apply for one of our jobs.
Our Company is committed to providing accessibility to those with disabilities in a manner that is consistent with the principles of independence, dignity, integration and equality of opportunity, that is in compliance with the Accessibility for Ontarians with Disabilities Act 2005 ("AODA"). Please contact firstname.lastname@example.org if you are a job seeker with a disability, or are assisting someone with a disability, and require assistance to apply for one of our jobs.
If you experience technical problems during the application process, please email email@example.com.
At Transamerica, hard work, innovative thinking and personal accountability are qualities that we honor and reward. We understand the potential that is unleashed by leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities and personal interests. Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment focused on helping customers secure their long-term financial futures.
Transamerica is a part of AEGON, an international life insurance, pension, and asset management company. The AEGON companies employ approximately 28,000 people and have a strong presence in more than 20 countries across the globe. For more information, visit www.transamerica.com.