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By joining Eaton Vance, you'll become part of a company that has one of the best employee retention rates in the financial services industry. We offer competitive salaries, generous benefits, and tremendous opportunities for growth and development. If you do not see a position that fits your career objectives, please return to this site in the future as our hiring needs will change. We look forward to your becoming a part of our continued success!
Supervise all aspects of Call Center operations, resolve operational issues, provide technical support; coordinate assignments and schedules; and direct workflow. Hire, direct, train, and motivate a staff of up to 10 representatives. Act as a liaison to HR, MFS and the Transfer Agency. This role will be located in our Marlborough, Massachusetts office.
Direct workflow to adhere to established department standards for call response time and call quality
Coordinate administrative assignments to ensure accuracy and timely completion
Prepare department staffing schedules to optimize efficiency and development opportunities
Monitor sensitive functions for quality including internal and external mailboxes
Proactively communicate concerns with meeting deliverables
Employee Development and Feedback
Responsible for all aspects of employee development including: goals setting, performance management, and disciplinary action
Partner with HR to recruit, interview, and select candidates as needed
At least twice per month, the Supervisor will meet with each operations representative on his or her team and review pre-selected calls jointly, dissecting the call and discuss the representative's performance
Supervisor is also required to monitor 2-3 phone calls per representative weekly and to provide feedback to the representative in the form of emails, written memos or 1:1 conversations concerning the representative's performance and opportunities for improvement
Conduct periodic team meetings and provide written weekly updates
Identify training needs and conduct training as needed
Cross train team members to ensure coverage for assignments
When appropriate, provide career counseling
Support escalated calls as needed
Track and trend operational issues
Approve all aspects of exception processing
Monitor calls frequently (daily / weekly) to gain an understanding of the issues and provide feedback to the team
Administer the Call Bonus Program
Participate in audits and implement necessary controls
Forster relationship with the MFS nd provide administrative support as needed
Provide support to internal departments
Partner with BFDS to provide quality customer service
Manage and/or assist with department initiatives as needed
Provide coverage for manager in his or her absence
Bachelor's degree or equivalent
3–5 years of experience in Mutual Fund operations or broker/dealer transaction processing area; supervisory/management experience preferred
FINRA 6 and 63 within 9 months
Ability to foster and promote team effort in the department and apply coaching skills that instill confidence in team members is a requirement
Ability to prioritize; an understanding that prioritization is important in resolving issues that are presented so that time sensitive issues are resolved quickly to minimize loss
Eaton Vance is an equal opportunity employer and is committed to providing a work environment that is free of discrimination and harassment. It does not discriminate against applicants or employees with respect to any terms or conditions of employment on account of race, color, religion, creed, national origin, ancestry, sex, sexual orientation, age, genetic information, physical or mental disability (actual or perceived), medical condition including genetic characteristics, marital status, citizenship status, military service status, gender, gender identity, registered domestic partner status, or any other characteristic protected by applicable federal, state or local laws. Eaton Vance also prohibits discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics. This commitment applies to all persons involved in the operations of Eaton Vance, and prohibits unlawful discrimination by any employee of Eaton Vance, including supervisors and co-workers. All employment decisions shall be consistent with the principles of equal employment opportunity.