Supervisor - Participant Service Center

Please visit us at www.nylim.com/retirement New York Life Retirement Plan Services offers award-winning retirement programs for individuals, unions and companies of every size throughout the United States. We're part of New York Life Investment Management LLC, which, with its affiliates, manages more than $243 billion in assets for a wide range of individual, corporate, public, and union clients. For plan sponsors and plan participants alike, we offer exceptional investment capability, superior service, and unrivaled retirement plan expertise.We currently have a position open in our Westwood, MA location for a Second Shift Retirement Plans Service Center Supervisor. Overview of position:The Participant Service Center (PSC) Supervisor's primary responsibilities are the management and development of the PSC Representatives. In addition, the Supervisor must assure that all participant issues are addressed in a professional, accurate, and timely manner. The Supervisor will work closely with the PSC Manager to ensure that department service standards are met on a daily and monthly basis. Hours will be either 12 ' 8 p.m. or 1:30 ' 10 p.m.Responsibilities include:' Provide ongoing developmental feedback to representatives through call monitoring and Developmental Feedback Program. Deliver weekly/monthly feedback to PSC representatives.' Coordinate with Manager of Quality Development in assisting in training and development of new hires.' Act as primary support for Representative's ongoing development. Deliver feedback regarding assessment of training needs to internal training department and PSC management. ' Document representative performance statistics and related project work. Partner with PSC Manager to administer performance appraisals.' Manage all corrective action situations swiftly and appropriately.' Keep department 2nd Vice President and Vice President fully informed, on a timely basis, of all issues within area.' Contribute to the department's efficiency by offering improvement solutions and operational enhancements.' Proactively monitor Call Management System, addressing queue situations and service level concerns in a timely manner. ' Respond to escalated calls from participants when necessary. ' Update PSC's Department Procedures Manual as needed. ' Responsible for processing of PSC related reports and the communication of PSC service statistics to upper management in the absence of the PSC Manager.' Provide backup support for the PSC Research Coordinator when necessary.' Take PSC Participant calls as volumes dictate.' Assist other members of management team with additional responsibilities, as needed.Qualifications:' 2-3 years minimum Retirement plan services experience.' 1-3 years minimum Call Center experience.' Excellent customer service skills.' Strong management and team building skills.' Ability to effectively manage multiple tasks.' NASD Series 6 & 63 licenses.New York Life Retirement Plan Services offers an excellent compensation package, including bonus and profit sharing, and one of the most outstanding benefit packages in the industry. We are conveniently located in Westwood, MA and Parsippany, NJ. To learn more about us, please visit our website - http://www.nylim.com/retirementIf you meet ALL of the requirements above, please utilize the following tool to forward your resume: http://sh.webhire.com/servlet/resp/grf?acctid=393(our preferred way)We will not contact you unless your background, education and skills/experience are a good fit for an available opening. If you do not hear from us, it's because we have not identified an open position that best utilizes your skills and qualifications. You need not submit your resume again unless your contact information or work history changes. We sincerely appreciate the time and effort you spent in contacting us and thank you for your interest in New York Life Retirement Plan Services.New York Life Retirement Plan Services continually strives to build a diverse workforce, and to ensure that all employees are given equal and ample opportunities to establish successful careers. We are committed to recruiting, hiring, training, and promoting our employees solely on the basis of merit and qualification without regard to a person's age, alienage, color, marital status, national origin, physical or mental disability, race, religion, sex, sexual preference or orientation, status as a disabled veteran or veteran of the Vietnam Era, or status as a member of any other legally protected group. / RESPOND HERE! Respond immediately by accessing the following dedicated online response form which will allow you to cut and paste your resume. This form will go directly and immediately to the hiring authority for this position. Access the online response form at: http://sh.webhire.com/servlet/resp/rf?jobid=2179688&boardid=749