Manager, Contact Center – Bilingual (Spanish)

Come join one of America’s fastest-growing insurance companies. Since 1848, National Life Group has aimed to keep our promises, providing families with stability in good times and in bad. Throughout that history, we have provided peace of mind to those families as they plan their futures. Our mission extends beyond the insurance and annuities policies that we offer. We strive to make the world a better place through our grants from our charitable foundation, paid volunteer time for our employees, environmentally sustainable and healthy workplaces, and events that promote the work of nonprofits in our own backyard. We foster a collaborative environment with opportunities for growth and encourage our associates to live our values: Do good. Be good. Make good. Please note that we do not offer visa sponsorship for this position. Role Summary As Manager, Customer Experience Center (CEC), you will lead bilingual Contact Center teams supporting National Life Group's Life Insurance and Annuity businesses while delivering exceptional service experiences for English- and Spanish-speaking customers, agents, and business partners. You will oversee daily operations, coach and develop associates, and drive operational excellence across multiple sites and lines of business. You will partner with distribution leadership, internal business partners, and external vendors to optimize service delivery, improve operational performance, and foster a high-performing, customer-focused culture. This position currently offers an onsite work schedule, with the expectation that you will be in the office four (4) days per week during onsite core days. Our current onsite core days are Monday, Tuesday, Wednesday, and Thursday. The work schedule type and core days are subject to change with advance notification and manager discretion. Essential Duties and Responsibilities Lead, mentor, and develop Contact Center representatives across multiple sites to deliver exceptional customer service. • Establish and execute individual and team goals aligned with departmental and organizational objectives. • Provide coaching, feedback, and performance management to develop associates and strengthen team performance. • Promote National Life Group's values and foster a culture of accountability, collaboration, and continuous improvement. • Monitor operations across multiple lines of business to ensure service quality, productivity, and compliance. • Collaborate with internal partners and external vendors to resolve issues and enhance service delivery. • Analyze operational metrics and provide recommendations to leadership to improve customer experience and efficiency. • Support implementation of process improvements and operational initiatives. • Ensure compliance with company policies and applicable regulatory requirements. • Perform all other duties as assigned. Minimum Qualifications Bachelor's degree in Business, Operations Management, or a related field. • 3+ years of experience in Life and/or Annuity Operations, Financial Services, or a related industry. • Minimum of 3 years of leadership experience. • Proven ability to supervise and develop diverse teams in a fast-paced environment. • Bilingual proficiency in English and Spanish (verbal and written), with the ability to communicate effectively and professionally with customers, associates, agents, and business partners in both languages. • Strong analytical, problem-solving, and decision-making skills. • Strong organizational skills and attention to detail. • Excellent interpersonal and communication skills. • Ability to contribute to process improvement initiatives. • Ability to successfully pass a background check. Preferred Qualifications FINRA Series 6 and 26 licenses. • FMLI, ChFC, or other financial services industry designation. • Experience leading multi-site contact center operations. AI Proficiency Expectations: At National Life Group, we view AI as an enabler of human potential. We use AI to help us wor…