Call Center Manager - Product Interviews


Date: Jan 22, 2019

Location: Cleveland, OH, US

Company: New York Life Insurance Co


A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. It’s a career journey you can be proud of, and you’ll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and service, supported by our Foundation. It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of




The Inforce Service & Operations department provides customer service to over 12,000 agents and 3.5 million policy owners for Life Insurance, Annuities, and securities products sold through our agent distribution channel. Our organization is responsible for over 30 million touch points with customers each year through our different service channels, including over the phone, via our correspondence, online, through our Interactive Voice Response (IVR) system, and more.


Our Telephone Application Call Center places outbound calls to and services inbound calls from policy applicants to collect and compile key data points that support the policy underwriting process. The Telephone Application Call Center Manager ("Manager") is responsible for managing a team of 10 to 15 Call Center Representatives ("Reps"). The Manager provides coaching, feedback and direction to their team and leads daily activities to coordinate service delivery for the department. He/she hires, coaches and proactively participates in staff development and is responsible for ensuring the department meets service delivery metrics.


The Management team opens and closes the Call Center and serves as the point of escalation for Reps needing assistance or special requests from Agents and/or applicants. The Manager will need to engage with underwriters, Agents, and General Office personnel to update them on the status of applicant interviews and handle any problems that may arise.


This role requires superior customer service skills and experience managing/supervising a call center. Knowledge of the insurance underwriting process or medical terminology is a plus. 


Primary Responsibilities:

  • Hiring, training, and developing call center employees. Handles all facets of performance management including performance evaluations and corrective action.
  • Provides support and guidance to team members. Regularly provides performance feedback based on review of quality reports/quality monitoring and production results
  •  Directs workflow to insure maximum efficiency and attention to areas of greatest importance.
  • Works with the Trainer to create the training plan for all new hire and continuing educating training. Conducts training as appropriate and continue staff development outside the classroom.
  • Handle high priority and escalated calls. Handle regular calls when needed to maintain SLAs.
  • Monitor the manual dial queue, taking the appropriate actions on cases.



  • 3+ years experience managing a high-volume call center / customer service environment
  • Background in medical terminology and/or life insurance underwriting highly preferred
  • Associates or Bachelor’s Degree preferred
  • Demonstrated passion for continuous improvement and service excellence
  • Strong leadership/supervisory skills. Excellent written, verbal and interpersonal skills
  • Bilingual in Spanish is a plus



10:30-7:00 Tuesday- Friday and 9:45-5:45 on Saturday


Training & Development:

Mangers will undergo a comprehensive on-the-job training environment to learn about the insurance industry, product and policy provisions and transaction processing.



Competitive base salary plus target bonus eligibility



Paid Vacation, Health Care, 401K match, Pension Plan, Tuition Assistance, Flexible Spending Accounts


Career Opportunities:

New York Life offers a variety of career opportunities within the Service Organization, including quality control, training, underwriting and claims.








Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.




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Nearest Major Market: Cleveland

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