Posted on 2-27-2013

Company: T. Rowe Price

Manager – Operations – CCM
Location: Owings Mills, MD
To Apply: Create your profile at<>. Apply directly to Job Number 03124


The Contact Center Management (CCM) Department Manager is responsible for leading the planning and forecasting of resources across Operations and Retail Sales to support all call centers and back office functions in support of TRP clients and participants. As a shared service function, the CCM Department Manager directs the planning and resource optimization strategy across all operations departments to maximize the utilization of our human resources and minimize the impact of volumes within any one business area. The CCM Department Manager works cross functionally to ensure the alignment of over 1,150 associates across 13 business units is well executed both intra-day and in contingency settings. As member of management within Service and Technology, the Department Manager is a key leader and is responsible for fulfilling the strategic goals of the Services business, supporting the organization’s culture and brand strategy initiatives, championing and driving change in the Services organization, supporting strategic initiatives. The Department Manager leads a team of managers and analysts’ tri-site and measures the success of the forecasting and planning strategies through metrics. This position will influence and collaborate both within and across site locations.


Strategic Development

Responsible for establishing the strategic direction and management of the Contact Center Management function within T. Rowe Price. Manages the forecasting, planning and resource optimization of all call centers and back office departments across Operations and Retail Sales. Works closely with senior leaders across Service and Technology and Retail Sales to develop and execute a resourcing strategy that will meet all service level agreements, optimize the allocation of resources and result in effective cost management for the firm. The department manager is responsible for forecasting and planning resources across multiple locations, across several business lines and functions. Partners with site leads, and department managers to ensure that all plans developed and executed by CCM are aligned to support business unit strategies.

Managing and Leading Others

The manager leads the recruitment, management and development of group managers and associates within CCM to build and develop a high performing team to deliver on and exceed client expectations. Provides a clear mission and shared direction, motivates and engages team members, and mobilizes them to achieve greater commitment and success.

The manager is responsible for building, coaching, measuring and evaluating high performance teams. Determines the appropriate team structure to support the various Business Units and deliver forecasting and planning objectives.
Has accountability to collaborate with peers. Ensures managers and associate are receiving regular evaluative and developmental coaching focused on improving the overall performance of the team and individual associate performance. The manager is responsible for rewarding and recognizing high performing managers and associates through the year-end evaluation process and through individual efforts creating outstanding client experiences or successful business process improvements/enhancements. The manager is responsible for ensuring appropriate performance management, use of development plans and applying corrective action in a consistent and fair manner.

Creates a collaborative environment in which associates at all levels of the organization are encouraged to voice ideas and concerns. The manager will maintain a high level of communication with their direct reports, management team and associates through regular one-on-one meetings, staff meetings, town halls, skip level sessions and sit-in sessions to make team aware and focused on business priorities, report on progress, and allow associates an opportunity to provide input and feedback. The manager is responsible for creating a collaborative team dynamic that is focused on inclusive decision making, enabling open and honest dialogue.

Business Management

The department manager partners with CCM managers and peers to manage the business and support critical initiatives to reach business solutions. Must communicate regularly with key stakeholders to ensure that business changes and strategies are aligned, and that key practices are being shared. Works with CCM management and staff to ensure that staff planning is aligned on an annual, monthly, daily and intra-day level. Development of the team’s analytics and reporting capability to support and inform business planning efforts and to monitor for changes or trends. The department manager will travel to other locations in support of functional responsibilities or in support of broader corporate initiatives and training. The manager will be responsible for maintaining appropriate budgets and expense structures.

Workforce Management Subject Matter Expert

Serve as the expert in Workforce Management capabilities for T. Rowe Price.
As the Contact Center Management team is a unique function within the organization, the department manager stays abreast of trends in the industry and leads efforts to adopt new techniques for the organization. Attends industry conferences and participates in networking activities on Workforce Management. Leads efforts to evaluate new technologies to enable the organization to optimize its workforce while delivering consist service.



College degree and 6 years of related work experience, or Associate degree and 8 years related work experience, or High School diploma/equivalent and
10 years related work experience
Client orientation focused on creative solutions Demonstrated people management and leadership skills/experience with an eye toward talent management Operations management experience (adept at utilizing key performance indicators to effectively manage a large department or function) Strong drive for results and independent initiative Proven capability to proactively and urgently address problems and escalating business issues Demonstrated ability to negotiate and influence Strong relationship building skills Demonstrated business process improvement and project management skills Demonstrated ability to plan and manage the business strategically Ability to plan and lead a group through change Strong verbal and written communication skills Ability to work in a team environment in a collaborative and inclusive decision making manner Demonstrated ability to successfully motivate, coach and develop a team Ability to drive team performance and deliver on critical performance measures including team productivity, efficiency and quality Proven ability to foster a team environment that promotes the highest level of service to customers to ensure total customer satisfaction Effective facilitation skills Effectively leverages data to improve the customer experience Demonstrate strong communication, presentation, and influencing skills Ability to build and maintain positive working relationships with individuals at multiple levels


College Degree and six or more years of experience managing a call or contact center management function

T. Rowe Price is an Equal Opportunity Employer.