MassMutual Financial Group Operational Support Director in Springfield, Massachusetts

Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We at MassMutual value diversity and inclusion. We’re people helping people.

A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.

Together, we’re stronger.




The Operational Support Leader is responsible for a cross functional team consisting of approximately 12 direct reports in multiple locations who are accountable for operational support functions of the Client Services customer centers including; technology support, real-time analytics, business consultation, call forecasting, and scheduling. The incumbent will be responsible for creating an environment of high performance, innovation, and employee engagement leveraging data and lean management principles. This individual is also responsible for the creation of strategies to support the development of deployment of new business practices and procedures that will leverage new telephony and desktop technologies. The leader will partner with senior leadership to establish goals and to assess the health and growth of the organization to help define operational strategies. They will be required to have a solid command of the team’s policies and procedures. The incumbent must have the ability to interact and influence business partners with confidence, poise and professionalism.


  • Partners on the development of the workforce management and call routing strategies for Client Services leveraging InContact and Salesforce technologies

  • Responsible for the development of staffing strategies to meet the needs of operational models and goals

  • Participates as member of the management team to develop unit objectives, strategies, and operational planning

  • Oversees call center management monitoring, planning, reporting and forecasting

  • Partners with customer center leaders, providing feedback, coaching and recommendations to staffing models and decisions

  • Establishes and maintains effective working relationships across business areas

  • Drives continuous and sustainable service performance and growth through the use of LEAN techniques including but not limited to : visual management, daily huddles, workplace organization, problem solving and standard work

  • Drives efforts to identify trends and lead team in developing countermeasures and new processes to foster improved efficiency and effectiveness for both Customer Center and Back Office leaders

  • Supports and leads technology implementations that drive necessary change for the organization

  • Manages expenses, develops & monitors productivity goals and prepares progress reports

  • Effectively manages business operations, key customer trends, financial performance, and compliance with regulatory factors; and company policies; manages risk and drives results

  • Fosters a positive team environment and provides ongoing guidance and career development opportunities to direct reports. Develops and motivates staff driving to high levels of engagement and satisfaction


  • College degree and/or equivalent experience

  • 2-5 yrs leadership or equivalent experience preferably in a Call Center Workforce Management role

  • Excellent verbal and written communication skills

  • Ability to collaborate and maintain strong working relationships

  • Ability to lead and motivate teams while meeting operational and financial objectives

  • Flexible, can-do attitude, self-motivated, self-sufficient and ability to work effectively with peers and business partners

  • Exposure and experience with change management skills/methodologies

  • Works well in diverse, fast paced and dynamic professional environment

  • Demonstrates strong energy level and a passion for performance excellence and talent management

  • Demonstrated proficiency in Microsoft Excel and PowerPoint

  • Candidate must have the ability to work in the US without requiring sponsorship


  • Financial services product and industry experience

  • Experience in Call Center/Back Office capacity planning, reporting, forecasting

  • Knowledge of Call Center-enabled InContact & Salesforce technologies

Ranked No. 77 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2017) and recognized as a World’s Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.


Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy.

Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies.

Value People: We respect and learn from each other’s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential.

Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand.

Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day.

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MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.

At MassMutual, we’re fostering an inclusive and dynamic environment where our employees are valued for who they are and can build successful careers. For us, diversity and inclusion is more than a goal, it’s the only way forward.

• 100% rating on the Human Rights Campaign Corporate Equality Index (2018)

• National Association for Female Executives Top Company for Executive Women (2018)

• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2018)

• Working Mother Media 100 Best Company (2017)

• Military Friendly Employer (2018)