Transfer Agency Contact Center Supervisor
Location: Hartford, CT (Onsite)
Schedule: Monday–Friday, 8AM–6PM EST (shifted hours)
Overview
Lead a team of contact center specialists supporting transfer agency operations. Responsible for driving service excellence, managing daily operations, and ensuring compliance while handling escalations and improving client experience.
Key Responsibilities
• Supervise and coach a team to meet service, quality, and productivity goals
• Oversee shareholder transactions (purchases, redemptions, exchanges, account updates)
• Manage escalations and ensure high-quality client service
• Monitor performance metrics (SLAs, NPS, quality) and drive improvements
• Ensure compliance with regulatory and internal policies
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Required Qualifications
• Supervisor or Team Lead experience in a contact center environment (REQUIRED)
• 4+ years of customer service experience, preferably in financial services
• Experience in transfer agency, brokerage operations, or investment services (REQUIRED)
• Strong leadership, communication, and problem-solving skills
• Ability to work onsite and flexible shifts between 8AM–6PM EST
About
In the perfect storm of technology forces shaping the business world, the question is not whether companies need to adapt to stay competitive but which tech partner to trust for long-term business improvement and transformation needs.
That’s why iShare was founded: to be that credible IT partner that cuts through the buzzword clutter to deliver real value by real people. And that starts with doing the basics right.
Who We Are
Based in New Jersey, iShare is a boutique IT consulting firm with strategic advisory, development, and staffing services designed for specific industry verticals. iShare was founded to fill a real market need – with so much noise about cloud, big data, and information security, companies today are adopting software product after product and losing sight of which they need and why, while what they really need is credible consulting that takes the time to understand their company’s unique scenario and requirement, and then architect a solution accordingly.
Recognizing this gap, senior industry executives put their credibility on the line to form iShare and ensure they create a fulfilling experience with lasting value for all stakeholders – customers, employees and partners. iShare leadership team has 20+ years average IT experience and is well-rounded in technology, operations, account and customer management. Our experience spans C-Suite positions with Fortune 100 firms as well as mid-tier firms. Our background includes stints at multibillion-dollar ITO / BPO firms as well as startups.