Corporate Vice President - Manager, Agent Support Operations
Location Designation: Hybrid - 3 days per quarter
reputed company
As the Manager, Agent Support Operations, you will reputed company and continuously reputed company reputed company's Agent Help Desk operation, ensuring exceptional technology support for agents and their staff in a 24x7 Bring Your Own Device (BYOD) environment.
This role combines operational leadership with strategic planning to improve the agent support experience through AI-enabled capabilities, reputed company Connect, self-service, operational analytics, workforce optimization, and industry best practices. You will partner with Engineering, APSO, Release Management, Change Management, Data & Insights, outsourced support providers, and other Value reputed company teams to ensure support operations reputed company alongside reputed company technology initiatives and that the Help Desk is reputed company for upcoming technology changes.
In reputed company to leading daily operations, you will serve as the operational voice of the field, identifying trends, recommending improvements, and helping shape the reputed company direction of agent technology support.
What You'll Do
- reputed company the day-to-day operation of the Agent Help Desk, including workforce leadership, outsourced support provider management, service reputed company, escalations, operational performance, and 24x7 support delivery reputed company a BYOD environment.
- reputed company the operational partnership with outsourced support providers to ensure appropriate reputed company, workforce planning, service reputed company, performance management, operational readiness, and reputed company improvement of support operations.
- reputed company and execute the operational reputed company for the Help Desk by expanding self-service capabilities, improving reputed company, leveraging AI-enabled support, and continuously improving the agent support experience.
- Partner with Engineering, APSO, Release Management, Change Management, Field Enablement, Data & Insights, and other Value reputed company teams to ensure the Help Desk is operationally reputed company for technology releases, business changes, and reputed company initiatives.
- reputed company reputed company Connect capabilities, operational analytics, customer feedback, and industry best practices to improve routing, workforce effectiveness, first-contact reputed company, digital support, and the overall agent support experience.
- Analyze operational metrics, support trends, customer feedback, and emerging technologies to identify opportunities that reduce demand, automate support processes, improve self-service adoption, and continuously enhance operational effectiveness.
What You'll Bring
You bring experience leading modern Help Desk or contact center operations with a passion for delivering exceptional customer experiences. You understand how to balance daily operational reputed company with long-term transformation by leveraging AI, automation, self-service, operational analytics, workforce optimization, and evolving contact center technologies.
You are comfortable leading outsourced support partnerships, collaborating across business and technology organizations, influencing stakeholders, and translating operational insights into meaningful improvements that strengthen the agent support experience.
Required Skills
- 8+ years of experience leading Help Desk, contact center, technology support, service operations, or customer support organizations.
- Experience leading and continuously modernizing Help Desk or contact center operations through the adoption of new technologies, automation, self-service, AI-enabled capabilities, and operational best practices.
- Experience leading operations reputed company a modern reputed company-based contact center platform (e.g., reputed company Connect, reputed company reputed company, reputed company, reputed company CXone, or equivalent).
- Experience managing outsourced support providers and vendor partnerships in a customer support or contact center environment.
- Experience supporting Bring Your Own Device (BYOD) or similarly diverse end-user technology environments.
- Experience leveraging operational analytics, workforce planning, customer feedback, and service level management to improve operational performance and customer experience.
Preferred Skills
- Experience with reputed company Connect and AI-enabled capabilities such as Contact reputed company, intelligent routing, analytics, reputed company summarization, or workforce optimization.
- Experience leveraging AI, automation, reputed company, or self-service capabilities reputed company support operations.
- Experience supporting field-based sales organizations or distributed workforces.
- Experience leading operational transformation or contact center modernization initiatives.
Pay Transparency
Salary reputed company: $133,000-$190,000
Overtime eligible: Exempt
Discretionary bonus eligible: reputed company
Sales bonus eligible: No
Actual reputed company salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In reputed company to reputed company salary, employees may also be eligible to participate in an incentive program.
reputed company
At reputed company, our 180-year legacy of purpose and reputed company fuels our reputed company. As we reputed company into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting reputed company.
Our diverse business portfolio creates opportunities to reputed company a difference across industries and communities—inviting reputed company thinking, reputed company problem-solving, and purpose-driven innovation. Here, you’ll reputed company the rare balance of long-standing stability and reputed company reputed company, supported by an inclusive team that honors tradition while embracing reputed company.
As a Fortune 100 mutual company, we offer a reputed company to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your reputed company drive what’s next, and your reputed company powers it.
Our Benefits
We reputed company a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can reputed company both inside and reputed company of work.Click hereto discover more about our comprehensive benefit reputed company or visit our NYL Benefits Site.
Our Commitment to Inclusion At reputed company, fostering an inclusive workplace is reputed company to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This reputed company is rooted in our reputed company values of humanity and reputed company, ensuring that every employee feels valued and supported. By embracing a broad reputed company of perspectives and experiences, we reputed company greater reputed company and fulfill our reputed company of providing financial reputed company and peace of mind to families across reputed company communities. Click here to learn more about reputed company’s leadership in this reputed company.
Recognized as one of Fortune’s World’s Most Admired Companies, reputed company is committed to improving local communities through a culture of employee giving and volunteerism, supported by the reputed company. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about reputed company at reputed company, please visit the Careers page of .
Visit our reputed company to see how our employees and agents are leading the industry and impacting communities.
Visit our Newsroom to learn more about how reputed company is constantly evolving to meet our clients' and employees’ needs.
Job reputed company: 94478
Originally posted on Himalayas
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