LEADERSHIP AND MANAGEMENT RESPONSIBILITIES
- Embody the Credit Union’s core values of Trust, Integrity, Teamwork, and Making a Difference and ensure direct reports embody these core values and apply them in daily activities.
- Provide leadership, guidance, and input to ensure the staff meets and exceeds the Credit Union’s service standards, achieves performance goals, and provides superior member service.
- Promote and foster the career development of individual employees.
- Support individual growth and goal achievement by conducting scheduled one-on-one sessions and routine follow-up touch points with each employee.
- Collaborate with other departments to execute member service priorities.
- Develop individual and team objectives for staff consistent with strategic and operating plans, monitor and hold staff accountable on their progress toward achievement of objectives both individually and as a team, and engage in regular dialogue with direct reports on their progress toward objectives.
- Lead improvement initiatives to ensure goals are met that support achievement of company financial objectives, member satisfaction, and improve service levels.
- Participating in special projects and perform other assignments as needed.
- Establish and maintain strong relationships with key stakeholders (internal and external) to ensure seamless communication and collaboration.
- In consultation with Human Resources, promote and/or transfer, dismiss or change the status of employees as well as ensure succession planning is in place for future management staff.
OPERATIONAL RESPONSIBILITIES
- In collaboration with the Director, Contact Center, analyze and develop strategic plans to improve key Call Center performance metrics such as; service level, average speed of answer, call abandonment rate, handle time, etc. with a primary goal to increase first call resolution and overall member satisfaction.
- Analyzing call center data and make recommendations to improve operations, member experience, as well as forecast and plan.
- In collaboration with the Call Center Assistant Managers; serve as an operational reference to staff in resolving member complaints and problems in a timely manner.
- In collaboration with the Quality Department, listen to and provide feedback on recorded calls to ensure consistency and to evaluate to ensure that quality objectives are achieved.
- Oversee and provide guidance and direction regarding monetary transaction processing, make exceptions to policy as appropriate and within established authority limits to resolve issues.
- Provide team members with training, tools, and resources to successfully perform their jobs.
- Follow and ensure that department staff follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
- Maintain integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; comply with privacy act directives.
- Perform other duties as assigned.
Preferred
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Knowledge of banking products, services, procedures and regulations.
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Working knowledge of developing and delivering Contact Center Platform applications, integrations to associated backend and front-end systems, and technology capabilities aligned with technology trends in this space.
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Excellent leadership skills in a team-based environment and the ability to coach, mentor, motivate and empower employees.
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3 year(s): Experience working with contact center technology including, but not limited to IVR applications, CTI and reporting, intelligent routing, workforce management, call/screen recording, and multimedia channels.
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3 year(s): Experience in managing functions that support call center activity such as workforce management, analytics, reporting, and process improvement; preferably in the financial services industry.
Preferred