Jobs in East%20Greenbush, New York

Dynamic Environment

SaaS Sales Development Representative SDR Mid-Market/Enterprise (E-Commerce)

SureDone East Greenbush, NY

Job Description Job Description Company Description Video Submission: To stand out, submit a 2-4 minute video introducing yourself (provide us with a URL where we can view the video within your resume or cover letter). We’re excited to see your personality! If you don’t provide a video, please include a cover letter explaining your fit for the role. SureDone provides a comprehensive eCommerce management platform designed to help eCommerce businesses streamline operations across multiple sales channels like eBay, Amazon, Walmart, Shopify, BigCommerce, while also providing connections to internal systems like ERPs, and suppliers and partners. Our software automates repetitive tasks for products, inventory, pricing, and orders, helping businesses scale efficiently. At SureDone, we’re dedicated to customer and employee satisfaction, offering generous holidays, vacation time, remote work flexibility, and a genuine commitment to employee well-being with a family first approach. Job Description This is a remote position with occasional onsite meetings, travel and trade show staffing. As a Sales Development Representative (SDR) for the mid-market and enterprise, you’ll be responsible for identifying and qualifying potential mid-market and enterprise-level clients. Your primary responsibility will be to generate and nurture leads, working closely with the senior sales team to develop a robust pipeline of opportunities. Through strategic outreach and effective communication, you will engage with key decision-makers, educate them about SureDone’s solutions, and schedule qualified appointments for the senior sales representatives. Key responsibilities include: Prospect Research: Conduct thorough research to identify and qualify mid-market and enterprise-level brands, manufacturers, distributors, and third-party online sellers that align with SureDone’s ideal customer profile. High-Volume Lead Generation & Outreach: Drive significant daily outreach, with a daily target of over 100 meaningful touches across channels, including cold calling, email campaigns, LinkedIn, association memberships, partner development, and networking. Initiate and nurture conversations to build strong connections with potential clients. Campaign Development & Continuous Improvement: Create and refine sales campaigns and outreach cadences for both initial outreach (0-3 months) and long term nurturing (3-18+ months), including phone scripts, social media messages, and email templates. Leverage AI tools and personal expertise to optimize messaging and ensure effectiveness in connecting with target prospects. Product Knowledge & Needs Assessment: Develop a comprehensive understanding of SureDone’s products, services, and value proposition to communicate effectively with prospects. Conduct high-volume outreach to engage decision-makers, identify their business needs and pain points, and position SureDone as a tailored solution. Collaboration & CRM Management: Collaborate with the sales and marketing teams to strategize and coordinate on target accounts, optimizing outreach efforts for lead conversion. Maintain up-to-date records of leads, interactions, and opportunities in Salesforce, ensuring data accuracy and seamless lead qualification based on established criteria. Appointment Setting & Transition Management: Schedule and coordinate product demonstrations and appointments for Account Executives, ensuring a smooth transition from lead generation to the sales phase. Market & Industry Awareness: Stay informed about industry trends, competitor offerings, and market dynamics to enhance prospecting strategies and knowledge of the target market. Contribute to the improvement of sales processes, messaging, and lead generation tactics, supporting additional tasks like following up on NPS survey results or assisting in churn prevention as needed. Qualifications Video Submission: To stand out, submit a 2-4 minute video introducing yourself (provide us with a URL where we can view the video within your resume or cover letter). We’re excited to see your personality! If you don’t provide a video, please include a cover letter explaining your fit for the role. Sales Development Experience 2+ years as an SDR within a SaaS firm, with a proven track record of achieving quotas and goals. 1+ years selling to mid-market and enterprise markets. 1+ years of experience in selling e-commerce solutions, ideally focused on product management, catalog management, or order management. Preferred: Experience with multichannel eCommerce platforms (e.g., SureDone, Channel Advisor, Solid Commerce, Feedonomics, SellerCloud, Spark Shipping). Preferred: Experience in the automotive, motorsports, or powersports sectors, with familiarity in fitment and catalog management. Communication & Interpersonal Skills Impeccable written and spoken communication skills with strong grammar, spelling, and attention to detail. Ability to craft impactful, solution-focused long-form messaging for emails and concise messaging for social media. Excellent listening skills, with ease in advising customers through the sales process. Confidence and focus to generate interest through daily dials and overcome gatekeepers. Sales & Qualifying Abilities Skilled in identifying and qualifying customer needs to recommend tailored solutions. Knowledge of sales techniques, strategies, and lead generation processes. A natural ability to build rapport. Hustle, motivation, drive, and a positive energy that fuels consistent outreach efforts. Organizational & Time Management Skills Highly organized, with the ability to prioritize responsibilities in a fast-paced environment. Effective at managing metrics and KPIs. Work Requirements: Fluent English, with clear and professional communication. Consistent availability during Eastern Time Zone hours (8am-5pm or 9am-6pm). Authorized to work in the US, with a permanent US address preferred. Your technical experience should include: Sales & CRM Tools Experience with CRM systems, particularly Salesforce Proficient in lead research tools like Apollo and LinkedIn Sales Navigator. Experience with revenue intelligence tools such as RingCentral’s RingSense. Familiarity with a modern sales tech stack, including Zoom, Slack, and G-Suite. AI & Data Utilization Familiarity with AI content generation tools (such as ChatGPT, Jasper, or Copy.ai) for drafting or refining outreach messages, social posts, and email sequences quickly and efficiently. Understanding of using AI to enrich leads. Understanding how to use AI-driven A/B testing tools to experiment with different messaging and improve outreach effectiveness based on results. Additional Information Compensation: Completely dependent on your experience and location, but base salary ranges from $40k - $52k/year plus incentive compensation based on sales qualified leads generated plus contribution to the sales pipeline. The on target earnings (OTE) range for a successful candidate in this position ranges from $72k-$80k. Available benefits include: 100% coverage of medical, dental and optical insurance for you with extra compensation if you opt-out with existing coverage. 401k Flexible Spending Account (Both healthcare and dependent care) Free membership to TalkSpace Free access to HealthAdvocate Supplemental Life Insurance Supplemental short term and long term disability Paid Time Off Work from anywhere in the world Supportive team environment Position Type Full-Time (Fully remote)

Immediate Start

SaaS E-Commerce Customer Onboarding Specialist (Remote)

SureDone East Greenbush, NY

Job Description Job Description Company Description This is a remote position with occasional onsite meetings and travel. As an Onboarding Specialist at SureDone, your primary role is to help new customers get started with our platform, guide them through data integration, and ensure they’re well-trained on its features. This role is remote and combines project management, customer training, Excel work, support, and scripting in our integrated automation system. You’ll handle multiple projects ranging from 2 weeks to 6 months, managing anywhere from 5 to 20 clients at a time. Key responsibilities include: Project management: Break projects into manageable tasks using specialized onboarding management tools, track progress, and frequently communicate with customers and team members. A big part of your job is making sure that projects move forward and that the customer and other SureDone team members know what needs to be done. Training and support: Teach customers how to configure and use our platform effectively, support software-related customer inquiries, and ensure data accuracy. Work closely with Sales, Product, and Support teams to address client needs, answer product questions, and escalate issues as necessary. Automation: Develop high level scopes to automate tasks in SureDone’s automation engine. Troubleshoot completed scripts with customers as needed. Cross-functional support: At times, help out with tasks beyond onboarding, like supporting our help desk, sales, marketing, and even representing SureDone at trade shows. Build Strong Client Relationships: Act as the primary point of contact during onboarding, addressing client questions, providing guidance, and fostering trust from day one. Drive Product Adoption: Proactively identify opportunities for clients to use additional requirements, maximizing their value from our offerings. Gather Feedback for Product Improvement: Collect client feedback on experiences to inform improvements and ensure we meet client needs. Documentation and Compliance: Ensure all necessary account documentation is completed, with thorough tracking for seamless account management. Job Description This is a remote position with occasional onsite meetings and travel. As an Onboarding Specialist at SureDone, your primary role is to help new customers get started with our platform, guide them through data integration, and ensure they’re well-trained on its features. This role is remote and combines project management, customer training, Excel work, support, and scripting in our integrated automation system. You’ll handle multiple projects ranging from 2 weeks to 6 months, managing anywhere from 5 to 20 clients at a time. Key responsibilities include: Project management: Break projects into manageable tasks using specialized onboarding management tools, track progress, and frequently communicate with customers and team members. A big part of your job is making sure that projects move forward and that the customer and other SureDone team members know what needs to be done. Training and support: Teach customers how to configure and use our platform effectively, support software-related customer inquiries, and ensure data accuracy. Work closely with Sales, Product, and Support teams to address client needs, answer product questions, and escalate issues as necessary. Automation: Develop high level scopes to automate tasks in SureDone’s automation engine. Troubleshoot completed scripts with customers as needed. Cross-functional support: At times, help out with tasks beyond onboarding, like supporting our help desk, sales, marketing, and even representing SureDone at trade shows. Build Strong Client Relationships: Act as the primary point of contact during onboarding, addressing client questions, providing guidance, and fostering trust from day one. Drive Product Adoption: Proactively identify opportunities for clients to use additional requirements, maximizing their value from our offerings. Gather Feedback for Product Improvement: Collect client feedback on experiences to inform improvements and ensure we meet client needs. Documentation and Compliance: Ensure all necessary account documentation is completed, with thorough tracking for seamless account management. Qualifications Video Submission: To stand out, submit a 2-4 minute video introducing yourself (provide us with a URL where we can view the video within your resume or cover letter). We’re excited to see your personality! If you don’t provide a video, please include a cover letter explaining your fit for the role. The ideal candidate should possess meticulous planning, time management and communication skills and be able to handle multiple projects simultaneously. Experience: 2+ years in SaaS onboarding. 2+ years in eCommerce, preferably with hands-on management of listings and sales on marketplaces like eBay, Amazon, Walmart, and platforms like BigCommerce or Shopify or in training sellers on managing these tasks.. Preferred: Experience with multichannel eCommerce software such as SureDone, Channel Advisor, Solid Commerce, Feedonomics, SellerCloud, Spark Shipping or similar platforms. Experience with e-commerce in the automotive, motorsports or powersports parts and accessories space, including a familiarity with fitment, is preferred. Technical Skills: Intermediate Excel proficiency (including vlookup and handling large datasets) required. Ability to break down business processes and functional needs into development scopes for our development team to create automations or enhance SureDone. Familiarity with APIs, XML, JSON, and CSV formats is a plus. Additional Skills: Strong communication skills, both written and spoken, that demonstrates professionalism and attention to detail, and with excellent grammar and spelling. Experience with remote training or person-to-person instruction. Ability to multitask and manage multiple projects with strong organizational skills. Understanding of de-escalation methods. Work Requirements: Fluent English, with clear and professional communication. Consistent availability during Eastern Time Zone hours (8am-5pm or 9am-6pm). Authorized to work in the US, with a permanent US address preferred. Additional Information Compensation: Completely dependent on your experience and location, but compensation ranges from $40k-$60k/year. Available benefits include: 100% coverage of medical, dental and optical insurance for you with extra compensation if you opt-out with existing coverage. 401k Flexible Spending Account (Both healthcare and dependent care) Free membership to TalkSpace Free access to HealthAdvocate Supplemental Life Insurance Supplemental short term and long term disability Paid Time Off Work from anywhere in the world Supportive team environment Position Type Full-Time (Fully remote)

High salary

Supervisor RN Nurse

Albany Medical Center East Greenbush, New York

Department/Unit: HBD - OBGYN Generalist Work Shift: Day (United States of America) Salary Range: $71,612.39 - $110,999.20 This Nurse Supervisor provides day to day coordination of the clinical activity within the department to ensure smooth operation of the practice including adequate and appropriate staff coverage, maintenance of clinical standards, and a safe physical environment of care. Works collaboratively with physicians and administrative staff to provide continuity of care and access care in the clinical care setting. Assures regulatory compliance, provides education to staff, patients, and families and acts as a liaison between clinical and administrative staff. The Nurse Supervisor is responsible for maintaining an efficient, cohesive and productive work team within the Department and to help the practice achieve the institutional mission of high-quality provision of care for patients. Salary range: $85,000 - $107,343 Essential Duties & Responsibilities, including but not limited to: Responsible for patient flow through clinic and all point-of-care testing Supervises Triage Nurses and workflows Maintains highest level of professionalism and positively leads by example. Reviews processes and procedures to ensure optimal clinic workflow and capturing of charges. Develops and motivates staff to work effectively and within their licensure. Fosters a strong, collaborative relationship with the Practice Coordinator. Attends Sr. Manager meetings and Works with fellow managers to troubleshoot and resolve issues, elevating when necessary. Protects confidentiality of all patient and staff-related concerns. Oversees supply and medication ordering in a cost-conscious manner. Responsible for Joint Commission compliance and weekly tracer submission. Minimum Qualifications: Associate’s degree in nursing is required, BSN is preferred. NYS Registered Nurse Licensure is required. Current BLS certification. A minimum of 3 years of nursing experience is required, preferably in a charge or supervisory role. A. Mission, Core Values and Service Excellence: Contributes to the creation of a compassionate and caring environment for patients, families, and colleagues through displays of kindness and active listening. Recognizes and appreciates that each employee’s work is valuable and contributes to the success of the Mission. Demonstrates excellence in daily work. Actively participates in performance and quality improvement activities and works toward enhancing customer/patient satisfaction. Revised December 2018 Page 2 of 6 Exhibits positive service excellence skills to patients, visitors and coworkers by greeting others in a friendly manner, keeping customers/patients/colleagues informed about progress, delays and changes. Demonstrates effective teamwork by interacting in a positive manner with colleagues and creating a collaborative work environment. Initiates open communication, conveys positive intent, offers assistance. Contributes to a safe and secure environment for patients, visitors, colleagues by following established procedures and protocols, which address the needs of a diverse patient population and workforce. Demonstrates stewardship by thoughtful and responsible use of resources including maintaining a clean and hospitable environment, starting work on time, displaying a consciousness regarding costs, supplies and department finances. Demonstrates respect for individual differences of each person by acknowledging the essence of each person, appreciating and responding to unique, spiritual, personal and cultural backgrounds of patients, families and colleagues. B. Patient Satisfaction Assesses patient feedback and act as a liaison to ensure patient satisfaction while protecting the welfare of the Division, Department, Practice and Institution. Investigates and addresses patient complaints with support of Practice Coordinator and Nurse Manager Train and monitors staff on proper policies and clinical management to ensure the highest level of patient satisfaction and quality of care possible. Monitors site workflow to ensure optimal efficiency and makes appropriate adjustments or provides support/ training when necessary. C. Operations Collects and manages clinical related stoplight reports and addresses clinical issues within the division. Monitors staff performance through consistent measurement. Recommends opportunity for improvement, initiates training and or corrective actions, focuses on improvement of staff abilities. Directly supervises all clinical support staff by being physically present intermittently at the site during business hours and to be reachable to address staff questions or emergencies after hours and on weekends. Coordinates daily workflow of clinical staff, delegates daily tasks to appropriate clinical staff and ensures completion of these tasks. Ensures staff is knowledgeable about institutional resources, policies, and procedures and be able to share and communicate this information effectively. Maintains effective communication with staff in a timely and effective manner by coordinating, facilitating, and documenting staff meetings with clinical staff. Ensures that medical equipment functions properly and understands the process to manage failure as needs arise. Revised December 2018 Page 3 of 6 Works with the division physicians, administrative staff and nurse manager to ensure compliance with The Joint Commission and any other governing regulatory authority. Participates in Environment of Care Surveys with Practice Manager. Reviews and maintains OSHA and SDS compliance manuals. Orders and stocks supplies and medications as needed for clinical areas. Maintains inventory records to ensure fiscal responsibility, working within budgetary confines within the Division. Maintains tracking logs- i.e., refrigerator temps, QC checks for CLIA waved testing, medication samples, emergency medications. As staffing needs demand, support all clinical needs within their department to include but not limited to: assist with telephone triage, administer medications, provide direct patient care, assist the providers, task completion, medication prior authorizations, and prescription. D. Administrative Liaison Provides proactive administrative and staff support in a patient centered environment. Functions as an administrative liaison to internal and external customers. Advocates for patients, families and staff. Provides input to Nursing Management for quality improvement. Ensures clinical staff is documenting properly, giving age appropriate care, gathering data correctly, and facilitating care in a customer friendly manner. E. Consultation Functions as a resource to staff for solving complex clinical problems. Maintains up to date knowledge regarding legal aspects of nursing policies and procedures and regulations governing the organization, and shares knowledge openly. Assists with resolving conflicts between individual needs and the requirements of the organization. Supports and promotes lifelong learning using the organization’s established empowerment process. Acts as a mentor and consultant to staff in incorporating the organization’s mission, vision and values to enhance patient satisfaction by anticipating and exceeding patient’s needs. Thank you for your interest in Albany Medical Center! Albany Medical is an equal opportunity employer. This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that: Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.

QC Extractables & Leachables Specialist

Regeneron Pharmaceuticals, Inc Town of East Greenbush, NY

Regeneron is currently looking for a Quality Control (QC) Extractables & Leachables (E&L) Specialist. This is a non-lab based position. The QC E& L Specialist collaborates with cross functional units across the company, including Manufacturing, Process Sciences (PS), Quality Control (QC), CMC Regulatory Sciences, and Quality Assurance (QA) to provide scientific expertise and deliverables related to study design, new products, and change management. As a QC Extractables & Leachables Specialist, a typical day might include the following: Managing analytical projects and deliverables to support pre and post marketing regulatory commitment deadlines, and development of new projects and studies. Serve as a technical resource for data interpretation and results of extractable and leachable studies of polymeric and elastomeric materials. Summarize and explain the results of laboratory studies from different analytical techniques such as UPLC, GC, ICP, and Mass Spectrometry to cross functional management. Evaluate new polymeric and elastomeric components for use in GMP production. Organize and lead meetings to facilitate knowledge management and drive project timelines. Represent the department in cross functional meetings to establish projects, and build and maintain relationships with team members from early development through post marketing. Author and review technical documents, whitepapers, and SOPs. Proactively review relevant industry and agency guidelines as they apply to extractables and leachables. This role might be for you if: You have previous experience or background in analytical testing and/or method development and wish to shift your career toward program management, cross functional collaboration and/or technical writing. You prefer to work independently, have strong analytical thinking skills, and can take multiple priorities and translate them to project completion. You possess excellent interpersonal skills (including presentations and writing skills). You enjoy working within a team to actively participate in discussion, program planning, and continuous learning based on the business needs and regulatory expectations. You enjoy the challenge to adjust strategies based on new situations and appreciate a culture where continuous improvement is not just a metric. You are careful and diligent in authoring and reviewing GMP documents. To be considered for the QC Extractables & Specialist you must be willing and able to work Monday-Friday, 8am-4:30pm. You must have a BA/BS in chemistry, biology or related field and 2+ years of relevant experience. Previous experience in analytical testing and method development or equivalent extractable and leachable experience is preferred. Prior laboratory experience is required. Does this sound like you? Apply now to take your first step towards living the Regeneron Way! Regeneron is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion or belief (or lack thereof), sex, nationality, national or ethnic origin, civil status, age, citizenship status, membership of the Traveler community, sexual orientation, disability, genetic information, familial status, marital or registered civil partnership status, pregnancy or parental status, gender identity, gender reassignment, military or veteran status, or any other protected characteristic in accordance with applicable laws and regulations. Please note that certain background checks will form part of the recruitment process. Background checks will be conducted in accordance with the law of the country where the position is based, including the type of background checks conducted. Salary Range (annually) : $66,400.00 - $108,400.00 #J-18808-Ljbffr

Director - Call Center Operations

The Nassau Companies of New York. Town of East Greenbush, NY

Job Summary The Call Center Director will be responsible for overseeing the daily operations of our life and annuity call center, ensuring the highest level of customer service and satisfaction. This role requires a seasoned professional with a proven track record in managing call centers (in person and remote), driving improvements, and a strong understanding of call center technology. The ideal candidate will be adept at evaluating incoming talent, motivating, training and directing staff, holding them accountable to meet Nassau’s “Best in Class” standards productivity and call quality expectations, and continuously striving to enhance the customer experience. Principal Duties and Responsibilities Analyzes call center metrics and prepare reports for senior management. Maintains a high awareness of the technologies of the call center industry. Proposes and implements changes in technology, as appropriate. Motivates, engages, and collaborates with call center staff to drive loyalty and bring out their best. Strategically plans, implements and reviews innovative changes to the Call Center to anticipate and satisfy the callers’ needs. Capable of managing multiple projects while maintaining daily operations. Formulates policies, programs, and schedules based on knowledge of training needs and organizational requirements. Forecasts and analyzes the FTE needs for the Call Center and makes recommendations to maximize performance, ensure customer satisfaction and account for growth, seasonal variations, and special events. Participates in long-range planning and the formulation of goals to ensure that an efficient scheduling model is maintained. Builds and maintains effective teams committed to organizational goals; fosters collaboration among team members and teams; assists teams to address relevant issues; directly involved with development of skills of team members to successfully function within team environment. Implements procedures as necessary for compliance to Federal, State, and industry regulations. Serves as a resource and/or uses other knowledgeable resources, when appropriate. Represents Call Center for Company initiatives and other projects that impact total services operations and service orientation of the Company. Determines staffing and resource requirements and matches skills with project needs. Perform other duties as assigned. Knowledge, Skills and Abilities College degree or equivalent work experience. Demonstrated knowledge of financial services industry and ability to communicate complex concepts to a wide range of audiences. Experience in Talkdesk and exposure to AI and the efficiencies it can bring preferred. Knowledge of skill-based call routing systems expected. Ability to recognize Company and industry trends and design programs/ideas/concepts that allow Nassau to continue to elevate Best in Class service with an objective to continually stay a step ahead of our competitors. Solid communication skills and the ability to host round-table discussions, company meetings, and facilitate dialog and discussion within the team and with other departments at Nassau. Ability to deliver difficult messages to key partnerships, producers, clients and staff while keeping relationships in mind. Ability to render and communicate decisions in a clear and concise manner, with supporting rationale. Takes an overall-Company and considers cross-functional view considerations when uncovering facts and formulating recommendations for action. Experience in dealing with outsourced third party administrators a plus. Experience managing and motivating teams both in person and remotely. Adaptable to change and able to seek unique solutions to unique problems and opportunities. Proven skills in customer support, call center management, and employee supervision. Collaborative approach to building solutions. Excellent listening, verbal, written and interpersonal skills for interaction with internal and external clients. Proven experience acting as a change agent and providing strategic solutions to call center/customer service issues. Flexibility to adapt to changing business needs and environments. Ability to write, analyze, and interpret reports. Ability to define problems, evaluate data, establish facts, and draw valid conclusions. Compensation Nassau maintains a holistic compensation philosophy focused on competitive base salaries, performance driven incentives, and unique professional development opportunities. The combination of compensation, benefits, and an entrepreneurial culture along with related experiences is key to recruiting and retaining talent. Our compensation system is designed to reward performance, support development and job growth, and compensate individuals relative to their contribution to our organization. The base salary for this position falls within Nassau’s salary band E: $90,000-$110,000 depending upon experience. Visit our Careers page and apply online at http://www.nfg.com/ . #J-18808-Ljbffr

Dynamic Environment

Director - Call Center Operations

Nassau Financial Group Town of East Greenbush, NY

Job Summary The Call Center Director will be responsible for overseeing the daily operations of our life and annuity call center, ensuring the highest level of customer service and satisfaction. This role requires a seasoned professional with a proven track record in managing call centers (in person and remote), driving improvements, and a strong understanding of call center technology. The ideal candidate will be adept at evaluating incoming talent, motivating, training and directing staff, holding them accountable to meet Nassau’s “Best in Class” standards productivity and call quality expectations, and continuously striving to enhance the customer experience. Principal Duties and Responsibilities Analyzes call center metrics and prepares reports for senior management. Maintains a high awareness of the technologies of the call center industry. Proposes and implements changes in technology, as appropriate. Motivates, engages, and collaborates with call center staff to drive loyalty and bring out their best. Strategically plans, implements, and reviews innovative changes to the Call Center to anticipate and satisfy the callers’ needs. Capable of managing multiple projects while maintaining daily operations. Formulates policies, programs, and schedules based on knowledge of training needs and organizational requirements. Forecasts and analyzes the FTE needs for the Call Center and makes recommendations to maximize performance, ensure customer satisfaction and account for growth, seasonal variations, and special events. Participates in long-range planning and the formulation of goals to ensure that an efficient scheduling model is maintained. Builds and maintains effective teams committed to organizational goals; fosters collaboration among team members and teams; assists teams to address relevant issues; directly involved with development of skills of team members to successfully function within team environment. Implements procedures as necessary for compliance to Federal, State, and industry regulations. Serves as a resource and/or uses other knowledgeable resources, when appropriate. Represents Call Center for Company initiatives and other projects that impact total services operations and service orientation of the Company. Determines staffing and resource requirements and matches skills with project needs. Performs other duties as assigned. Knowledge, Skills and Abilities College degree or equivalent work experience. Demonstrated knowledge of financial services industry and ability to communicate complex concepts to a wide range of audiences. Experience in Talkdesk and exposure to AI and the efficiencies it can bring preferred. Knowledge of skill-based call routing systems expected. Ability to recognize Company and industry trends and design programs/ideas/concepts that allow Nassau to continue to elevate Best in Class service with an objective to continually stay a step ahead of our competitors. Solid communication skills and the ability to host round-table discussions, company meetings, and facilitate dialog and discussion within the team and with other departments at Nassau. Ability to deliver difficult messages to key partnerships, producers, clients, and staff while keeping relationships in mind. Ability to render and communicate decisions in a clear and concise manner, with supporting rationale. Takes an overall-Company and considers cross-functional view considerations when uncovering facts and formulating recommendations for action. Experience in dealing with outsourced third party administrators a plus. Experience managing and motivating teams both in person and remotely. Adaptable to change and able to seek unique solutions to unique problems and opportunities. Proven skills in customer support, call center management, and employee supervision. Collaborative approach to building solutions. Excellent listening, verbal, written, and interpersonal skills for interaction with internal and external clients. Proven experience acting as a change agent and providing strategic solutions to call center/customer service issues. Flexibility to adapt to changing business needs and environments. Ability to write, analyze, and interpret reports. Ability to define problems, evaluate data, establish facts, and draw valid conclusions. Compensation Nassau maintains a holistic compensation philosophy focused on competitive base salaries, performance driven incentives, and unique professional development opportunities. The combination of compensation, benefits, and an entrepreneurial culture along with related experiences is key to recruiting and retaining talent. Our compensation system is designed to reward performance, support development and job growth, and compensate individuals relative to their contribution to our organization. The base salary for this position falls within Nassau’s salary band E: $90,000-$110,000 depending upon experience. Visit our Careers page and apply online at http://www.nfg.com/ . Based in Hartford, Connecticut, Nassau Financial Group is a growth focused and digitally enabled financial services company with a fully integrated platform across insurance and asset management. Nassau was founded in 2015 and has grown to $1.6 billion in total adjusted capital, $24.8 billion in assets under management, and 370,000 policies and contracts as of September 30, 2024. As part of a young and growing financial services enterprise, our employees are tapping into a new entrepreneurial spirit while they build on a long track record of putting customers first, understanding the evolving income and protection needs, and developing quality products to meet those needs. Nassau provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. #J-18808-Ljbffr

Work Life Balance

Director - Call Center Operations

Nassau East Greenbush, NY

Job Summary The Call Center Director will be responsible for overseeing the daily operations of our life and annuity call center, ensuring the highest level of customer service and satisfaction. This role requires a seasoned professional with a proven track record in managing call centers (in person and remote), driving improvements, and a strong understanding of call center technology. The ideal candidate will be adept at evaluating incoming talent, motivating, training and directing staff, holding them accountable to meet Nassau's "Best in Class" standards productivity and call quality expectations, and continuously striving to enhance the customer experience. Principal Duties and Responsibilities Analyzes call center metrics and prepare reports for senior management Maintains a high awareness of the technologies of the call center industry. Proposes and implements changes in technology, as appropriate. Motivates, engages, and collaborates with call center staff to drive loyalty and bring out their best. Strategically plans, implements and reviews innovative changes to the Call Center to anticipate and satisfy the callers' needs. Capable of managing multiple projects while maintaining daily operations Formulates policies, programs, and schedules based on knowledge of training needs and organizational requirements. Forecasts and analyzes the FTE needs for the Call Center and makes recommendations to maximize performance, ensure customer satisfaction and account for growth, seasonal variations, and special events. Participates in long-range planning and the formulation of goals to ensure that an efficient scheduling model is maintained. Builds and maintains effective teams committed to organizational goals; fosters collaboration among team members and teams; assists teams to address relevant issues; directly involved with development of skills of team members to successfully function within team environment. Implements procedures as necessary for compliance to Federal, State, and industry regulations. Serves as a resource and/or uses other knowledgeable resources, when appropriate. Represents Call Center for Company initiatives and other projects that impact total services operations and service orientation of the Company. Determines staffing and resource requirements and matches skills with project needs. Perform other duties as assigned Knowledge, Skills and Abilities College degree or equivalent work experience Demonstrated knowledge of financial services industry and ability to communicate complex concepts to a wide range of audiences Experience in Talkdesk and exposure to AI and the efficiencies it can bring preferred. Knowledge of skill-based call routing systems expected. Ability to recognize Company and industry trends and design programs/ideas/concepts that allow Nassau to continue to elevate Best in Class service with an objective to continually stay a step ahead of our competitors. Solid communication skills and the ability to host round-table discussions, company meetings, and facilitate dialog and discussion within the team and with other departments at Nassau Ability to deliver difficult messages to key partnerships, producers, clients and staff while keeping relationships in mind Ability to render and communicate decisions in a clear and concise manner, with supporting rationale. Takes an overall-Company and considers cross-functional view considerations when uncovering facts and formulating recommendations for action Experience in dealing with outsourced third party administrators a plus Experience managing and motivating teams both in person and remotely. Adaptable to change and able to seek unique solutions to unique problems and opportunities Proven skills in customer support, call center management, and employee supervision Collaborative approach to building solutions Excellent listening, verbal, written and interpersonal skills for interaction with internal and external clients Proven experience acting as a change agent and providing strategic solutions to call center/customer service issues Flexibility to adapt to changing business needs and environments. Ability to write, analyze, and interpret reports Ability to define problems, evaluate data, establish facts, and draw valid conclusions Compensation Nassau maintains a holistic compensation philosophy focused on competitive base salaries, performance driven incentives, and unique professional development opportunities. The combination of compensation, benefits, and an entrepreneurial culture along with related experiences is key to recruiting and retaining talent. Our compensation system is designed to reward performance, support development and job growth, and compensate individuals relative to their contribution to our organization. The base salary for this position falls within Nassau's salary band E: $90,000-$110,000 depending upon experience. Visit our Careers page and apply online at http://www.nfg.com/ Based in Hartford, Connecticut, Nassau Financial Group is a growth focused and digitally enabled financial services company with a fully integrated platform across insurance and asset management. Nassau was founded in 2015 and has grown to $1.6 billion in total adjusted capital, $24.8 billion in assets under management, and 370,000 policies and contracts as of September 30, 2024. As part of a young and growing financial services enterprise, our employees are tapping into a new entrepreneurial spirit while they build on a long track record of putting customers first, understanding the evolving income and protection needs, and developing quality products to meet those needs. Nassau provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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