Call Center Manager

Vanguard, one of the world's leading investment management companies, seeks an exceptional motivator and leader with thorough knowledge of Vanguard's products and services to manage a specific business segment within our Arizona call center. Your primary goals are to manage your team to deliver exemplary service as you support current and future programs that help achieve Vanguard's strategic business objectives.

You'll take an active role in multiple planning processes, including short- and long-range departmental goals, staffing and operational plans, contingency and disaster recovery, budgets, and periodic business plans. To ensure the highest quality and timeliness of service, you'll initiate, manage, and monitor procedural, policy, and workflow changes within the department. To meet established service deliverables, you'll be expected to build and maintain close working relationships with all stakeholders. You'll analyze departmental statistics to monitor problems, measure success, and prepare management reports. You'll also participate in and lead unit-level Quality and Unmatchable Excellence projects.

You'll motivate and lead your team to meet established goals. You'll assist your team by resolving the most complex client issues, implementing systemic solutions and proper controls, and reviewing internal partner and client feedback. You'll manage the flow of information to your team concerning new industry and Vanguard developments, and arrange for training in a timely fashion.

As manager, you'll manage supervisory and other exempt-level staff and perform all related HR functions, including hiring, setting standards, evaluating performance, providing feedback, and arranging staff development activities. REQUIREMENTS


- Bachelor's degree or an equivalent combination of training and experience; graduate degree preferred.
- Thorough knowledge of Vanguard's products and services preferred.
- Minimum of five years' related business experience, including three years of management/supervisory experience.
- Series 6, 63, and 26 or 24 licenses required within 60 days of employment.
- Exceptional leadership, organizational, and interpersonal skills.
- Excellent communication, analytical and problem-solving skills.
- Ability to work quickly and independently with attention to detail and sensitivity to deadlines.
- Demonstrated project-management skills.
- Demonstrated client relationship management skills.
- Strong PC skills.

Vanguard, a leading financial company, offers a competitive Total Rewards package of cash compensation, benefits, work-life programs, and conveniences. Employment is contingent on a successful drug-screening result, and we maintain a smoke-free work environment. We are an equal opportunity employer committed to diversity in the workplace.