Contact Center Quality Manager jobs in New York, NY

Church Pension Group (CPG) is a financial services organization that serves the Episcopal Church, located in Midtown Manhattan. CPG was founded in 1917 to provide pension benefits to eligible clergy of the Episcopal Church. Since then, its mission has expanded to include life and disability insurance, health benefits, property & casualty insurance, and publishing.

• Effective performance of the essential functions of this position requires periodic (at least weekly) in-person, on-site interaction with colleagues, both for purposes of relationship building and meaningful collaboration.
• In partnership with the VP, Business Operations, provides thought leadership, people strategy, and business decision support including but not limited to:

• Annual business planning
• Departmental structure
• Resource planning and staffing

• Accountable for oversight of day-to-day guidance to the team in support with guidance, coaching, evaluates and provides necessary development.
• Manages the day-to-day relationship with benefit vendors, consultants, and other external partners to meet service expectations, as well as handling of escalations, ownership for complaints and grievances to identify trends.
• Ownership of success metrics, both quantitative and qualitative, and establishing KPIs to support a culture of high-touch engagement and quality in client experience.

• Relationship-builder with excellent verbal and written communication skills, and able to work, collaborate and foster relationships with a diverse slate of stakeholders (knowledge, skills, and experience).
• Strong leadership capability and a self-starter mindset with ability to multi-task in a fast-paced environment with competing priorities.
• Strong people management skills including coaching, mentoring, identifying potential gaps for development, assessment on career succession, role capabilities, and conflict resolution.
• Strong passion for client service excellence and demonstrated strong people skills in a client-focused, team-based environment.
• Demonstrated ability to research and analyze information necessary to identify, diagnose, and resolve the root cause of problematic gaps, issues and/or challenges.
• Experience establishing and maintaining a metrics-driven call center environment leveraging technology; implementing proper dashboards, KPIs, CRM best practices, etc.
• Familiar with establishing quantitative and qualitative success metrics
• Proficiency in MS Office (Word, Excel, PowerPoint, Outlook).

• Bachelor's degree in related field or equivalent preferred; or combination of education and experience will be considered.
• 6 yrs overall professional experience, with 3 yrs in people management, focusing on client facing success in a fast-paced corporate environment.
• Experience with, or a combination of, pension plan and health and welfare plan administration and compliance is highly desirable.
• Must have prior people and team management experience.

• Medical (including Vision)
• Dental
• Supplemental Dental

• Employer funded defined benefit pension plan (five year vesting)
• Employee Life Insurance
• Spouse and Dependent Life Insurance
• Accidental Death and Dismemberment (AD&D) Insurance
• Short-Term Disability (STD) coverage
• Long-Term Disability (LTD) coverage (elected as either pre-tax or after-tax)
• Business Travel Accident Insurance
• Worker's Compensation
• Employee Assistance Program
• Retiree health insurance (eligible after 10 years)
• Retiree life insurance

• 401(k) with matching contributions (immediate vesting)
• Flexible Spending Accounts (FSAs)
• Commuter Benefits
• New York's 529 College Savings Program (NY State residents)