The Manager of the command center is responsible for directing and overseeing the contact helpdesk (CCTS) and real-time workforce support across all lines of business and locations. This role is responsible to ensure the team delivers timely, high quality support from the helpdesk and real-time workforce support for Participant Services in order to achieve effective service. The manager is responsible for managing same week/day and solving for unplanned events, execution of business continuity plans, trends and deltas. This role is also responsible for ensuring performance goals related to service initiatives and standards are met and exceeded. The Manager works closely with the Participant Services and Technology Support teams to identify and solve for system issues, staffing. In doing so this role contributes to retention of existing business, acquisition of new business, and meeting client contractual obligations.
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills.
At Great-West Financial® and Empower Retirement, our more than 5,700 global associates are dedicated to helping customers secure their financial futures. We offer a range of retirement savings products, life insurance, annuities and investment services from offices across the country. If you’re interested in joining a company that enjoys a record of strong performance and is rich in history yet innovative, bold and transformative, then our organization is an outstanding place for you to grow and succeed. We’re an equal opportunity employer dedicated to workforce diversity. We’re also committed to providing a drug-free workplace.
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