Contact Center Process Owner

Company Overview

PCS Retirement, LLC, a subsidiary of FSG Parent L.P., is one of the nation's largest independent and conflict-free retirement solution providers in the industry. PCS provides recordkeeping services to 19,000 plans and 850,000 eligible participants representing more than $26 billion in assets under administration. PCS' comprehensive retirement solutions platform includes business development tools for financial advisors, a data-driven recordkeeping technology that supports all types of retirement plans [401(k), 403(b), 457, Cash Balance, Defined Benefit, Non-Qualified], individual retirement accounts (including payroll deduction IRAs), and health savings accounts. 

At PCS Retirement, we cultivate an environment built on trust, where every team member is empowered to take ownership and contribute to our shared vision. Through collaborative teamwork we foster growth, both personally and professionally, ensuring that together we exceed expectations and achieve remarkable success.  

To learn more, visit https://www.pcsretirement.com/

Job Summary

The Contact Center Process Owner will be responsible for identifying process improvements and work with all applicable internal teams to implement and ensure that procedures are updated. The Contact Center Process Owner works with the Contact Center management team to identify process gaps and suggest process improvements. The Contact Center Process Owner will work with other department Process Owners to identify and correct gaps in processes and suggest process improvements for cross-departmental issues and efficiency. This role is also responsible for mentoring, training and Level 2 support to agents when required. This position is equal in rank to the Contact Center Supervisor role and will have all of the permissions assigned to Supervisors, with the exception of personnel management tools.

Job Responsibilities

• Research Contact Center metrics and data points to identify trends and process gaps
• Identify areas and processes for efficiency improvements
• Work with the other Process Owners to identify cross-departmental improvements, including Customer Research & Resolution, Distributions and Individual Accounts
• Engage with PCS Employee Education/Training Team to determine continuous training needs for the Contact Center teams.
• Ensure that all procedures are updated and communicated to relevant teams
• Collaborate with internal teams to ensure that all processes are aligned with company goals and objectives 

• Bachelor's degree in Business Administration, Operations Management, or related field
• Minimum of 3 years of experience in process improvement or related field
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Proficient in Microsoft Office Suite 

Remote Work Information

For all virtual remote positions, in order to ensure employees can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 50 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Please ensure that you are able to meet these expectations before applying.

Compensation Information

The average salary for this position is expected to be between $56,000 and $70,000/year however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. We do not anticipate candidates to be paid at the top of the range however, from time to time, it may occur on a case-by-case basis. Other rewards and benefits may include: 401(k) match, medical, dental, vision, life insurance, short and long term disability, paid-time off, etc. For more information, please visit pcsretirement.com/careers

Additional Information

As an employer, PCS believes our success depends on diversity, inclusion, and mutual respect among our team members. We want to look like our customers, and we recruit, develop, and retain the most hardworking people from a diverse candidate pool. We are committed to making all employment decisions based on business need, merit, capability, and equality of opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.