Manager, Call Center

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team. This role is responsible for operational performance, vendor oversight, regulatory alignment, workforce planning, and continuous improvement initiatives. The ideal candidate will combine strong operational leadership with data-driven decision-making, a focus on client experience, and a deep understanding of service delivery within a regulated financial services environment. This individual will partner closely with senior leadership to enhance performance, optimize processes, and support strategic initiatives. Lead and oversee the performance of the call center operations, ensuring service levels, quality standards, and KPIs are consistently met. Provide direct oversight of third-party call center vendors, ensuring contractual goals and performance objectives are achieved. Manage call center-client interactions, including performance feedback, calibration sessions, and continuous improvement efforts. Respond to and resolve complex internal and external inquiries, including escalations. Serve as a subject matter expert on Transfer Agency policies, procedures, and regulatory requirements. Partner with internal stakeholders to anticipate volume fluctuations resulting from mailings, corporate actions, or other shareholder communications and proactively plan staffing needs. Oversee Quality Assurance and Training programs, including curriculum development, coaching, and ongoing performance management. Analyze call center data and develop reporting to drive operational insights and performance improvements. Lead forecasting and workforce planning efforts to ensure operational efficiency and cost discipline. Manage special projects and strategic initiatives impacting service delivery. Participate in operational governance meetings and recommend process improvements to enhance service and reduce risk. Salary range $90,000.00- $100,000.00. Bonus Eligible. Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, and education. Please visit www.broadridgebenefits.com for more information on our comprehensive benefit offerings. #LI-CM We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a companyand ultimately a communitythat recognizes and celebrates everyone's unique perspective. Use of AI in Hiring As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration. US applicants: Click here to view the EEOC "Know Your Rights" poster. Disability Assistance We recognize that ensuring our long-term success means creating an environment where everyone is welcome, where everyone's strengths are valued, and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or expression, and pregnancy), marital status, national origin, ethnic origin, age, disability, genetic information, military or veteran status, and other protected characteristics protected by applicable federal, state, or local laws. If you need assistance or would like to request reasonable accommodations during the application and/or hiring process, please contact us at ... or by sending an email to .... Broadridge Financial Solutions (NYSE: BR) is a global technology leader with trusted expertise and transformative technology, helping clients and the financial services industry operate, innovate, and grow. We power investing, governance, and communications for our clients - driving operational resiliency, elevating business performance, and transforming investor experiences. Our technology and operations platforms process and generate over 7 billion communications annually and underpin the daily average trading of over $15 trillion in equities, fixed income, and other securities globally. A certified Great Place to Work, Broadridge is part of the S&P 500 Index, employing over 15,000 associates in 21 countries. LinkedIn Facebook Instagram Twitter YouTube Glassdoor The Muse Broadridge is committed to creating an engaging workplace for the most talented associates in our industry. We are dedicated to fostering a collaborative, inclusive, and healthy environment that promotes flexibility and accountability. As a leading provider of technology, communications, and data and analytics solutions to businesses around the world, it is critical that we understand, embrace, and operate in a multicultural environment. Every associate has unique strengths, which, when fully appreciated and embraced, allow individuals to perform at their best, leading to our success. We believe that our associates are our most important asset. Encouraging professional development opportunities is a core part of our culture. Broadridge provides educational opportunities, including formal classes, training programs and events. To enable learning in our hybrid working model, Broadridge has redesigned all development programs for 100% virtual delivery. Our associates have access to 8,500+ online courses covering business, leadership, technical, and function-specific topics through our LinkedIn Learning program.