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Contact Center Leader

Boston, Massachusetts, United StatesUS Sales

Job description

About Us:

Aptia is a trusted provider of employee benefits and pension administration services, with offices in the U.S. and U.K. supported by shared services in India and Portugal. We manage programs covering over six million people and serving more than 1,100 clients, catering to both B2B purchasers of the administration platform and B2C employees.

With our extensive experience in the industry, we will deliver efficient and reliable solutions that ensure the smooth management of employee benefits programs. Our dedicated team of experts will combine in-depth knowledge with leading technology to simplify the administration process for clients.

Aptia is seeking to hire a Contact Center Leader based in either Urbandale, Iowa or Boston, MA. The purpose of this position is to manage the successful delivery of contact center operations across all of Aptia Services in the US, including aspects of operational planning, strategy, structure, technology, budget, best practices, and resource allocation / optimization. This role will contribute to the transformation of the contact center by integrating and leveraging best in clast contact center practices to further enhance people, processes and technologies. Individual will direct the overall contact center staff in the delivery of operations and customer experience. This role will have overall accountability for multiple line of business and departmental teams including virtual teams. Collaborates with other business leaders to continuously innovate and improve overall service delivery and customer experience while driving greater efficiencies and managing risk. 

Why work for Aptia:

Our Vision

We raise the bar in all areas of benefits and pensions administration. No-one will do more to deliver smarter solutions through a combination of technical expertise, intuitive technology and genuine passion for people and our product.

Our People

Aptia is truly a people business, and our greatest differentiator is our client-centric and technically adept team. We will continue investing in our teams to further unleash potential and continue to ensure our business is structured around our clients and their needs.

Our Culture

We invest in our colleagues from day one. Colleagues are the heart of our business, and we will foster an inclusive environment, full of opportunities to learn, grow and ensure we continue to respond to our clients’ needs.

Our Values

We are specialists. We’ll focus solely on benefits and pensions administration, develop the best talent and deliver smarter solutions to the most complex of challenges.

We are responsive. We never stand still and constantly simplify the administration process, enabling better decision making and faster resolutions.

We are thoughtful. Our people genuinely care about clients and the end-users of our products. They do more to understand their needs, think their way around challenges and go the extra mile to exceed expectations in every area of the business.

Job requirements


  • Deliver on contact center strategy covering key stakeholders needs across the Aptia organization; understand and prioritize required interventions for people, processes and technology
  • Review and establish operating standards designed to optimize the overall customer experience
  • Develop and execute a plan to create a consistent approach for training, quality management, and SLAs / KPIs
  • Responsible for achievement of all client and customer facing SLA’s including regular reporting and transparency of results, gaps and remedial actions.
  • Develop and implement operational plans, actions and programs in support of long-term business objectives, including channel/volume management, expense efficiency targets, and automation opportunities

Resource Allocation / Leadership

  • Manages a team of leaders and provides coaching, training and development needs in an effort to identify solutions.
  • Develop and manage relationships with each business/region to support; partner with them to understand their needs, enable the appropriate level of service and quality, and achieve their overall operational & service targets
  • Responsible for determining staffing needs based on forecasts and reporting.
  • Interaction with peers and senior management on policies and internal operations
  • Understand the current level of client satisfaction regarding the overall customer service levels and statistics.
  • Effectively communicate with clients to address and correct any escalated customer service concerns
  • Works with Operational Effectiveness team and Business Leaders to ensure Line of Business needs are being met.
  • Manages all outsourcing activity including offshoring to maximize efficiency.
  • Carry out managerial responsibilities in regards to employee issues.
  • Assigning, directing, and evaluating work.
  • Conducting performance evaluations, progressive counseling and career development discussions
  • Ensuring appropriate orientation and on-going education/training
  • Provides critical input to the following people management responsibilities:
    • Hiring and input into terminating employees
    • Promotion, salary and bonus actions
    • Demonstrate leadership, decision-making and relationship management skills.

Budget/Best Practices

  • Formulate and review the strategy for continuity and risk management of the entire contact center operation
  • Oversees and monitors contact center productivity, efficiencies and performance to create consistencies across teams.
  • Ensure there is a formal review of risk conducted with a focus on data security/data privacy; and that control measures are in place to identify & manage operational & regulatory risk, with the appropriate compensating controls in place to mitigate them
  • Works to maintain high level of department morale.
  • Create and share intellectual capital and suggestions from colleagues for the benefit of the clients.
  • Ensure all work activities comply with standards for peer review, confidentiality, conflicts of interest, errors and omissions and that all client work is supported by letters of engagement, as appropriate.
  • Present to all levels of employees, leadership and clients.

Skills and Qualifications 

  • Minimum ten years of experience leading multiple contact centers, with additional 5 year of specific industry experience (i.e. financial services/benefits administrations) 
  • Exposure to managing P&L required.
  • Proven management experience required, with a focus on goal setting and coaching
  • Ability to work well under pressure, handle multiple deadlines, and work efficiently under tight deadlines
  • Experience building effective relationships at all levels
  • Track record of building diverse teams and manage a dynamic workforce
  • Prove experience in managing, designing, and executing all elements of a contact center, including executing the business strategies into actions that drive results and profitable growth
  • Dedicated and thoughtful leader who has demonstrated complex leadership capabilities by managing through short-term needs and long-term growth strategies

Employee Benefits At Aptia, we value our employees and strive to create a positive and rewarding work environment. As a member of our team, you can expect the following benefits:

  • Competitive Compensation: We offer a competitive salary package that reflects your skills, experience, and contributions.
  • Comprehensive Benefits: We provide a comprehensive benefits package, including health insurance, dental and vision coverage, and a retirement savings plan.
  • Work-Life Balance: We believe in the importance of work-life balance and offer flexible work arrangements to help you maintain a healthy and fulfilling personal life.
  • Professional Development: We support your professional growth and development through training programs, workshops, and opportunities to attend industry conferences.
  • Collaborative Culture: We foster a collaborative and inclusive culture where teamwork and open communication are valued. You'll have the opportunity to work with talented professionals and contribute to meaningful projects.
  • Employee Recognition: We recognize and appreciate the contributions of our employees through various recognition programs and initiatives.
  • Career Growth Opportunities: We are committed to helping our employees grow and advance in their careers. We provide opportunities for advancement and encourage internal mobility.
  • Positive Workplace Environment: We strive to create a positive and supportive workplace environment where diversity, inclusion, and respect are celebrated.

How to apply

If you are interested in this role, then we’d love to hear from you! Please go ahead and click apply and to submit your resume with appropriate contact information. We thank all applicants for their interest, however, only those candidates selected for interviews will be contacted.

Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation.
If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.