Call Center Director

Blue Federal Credit Union

Cheyenne, WY 82009

USA

Position Description

The Call Center Director is responsible for developing all center objectives, managing daily/annual planning, providing budget oversight, and execution of all e-Branch member development and operations. This position is focused on improving performance, processes, and experience for our member base, and will provide guidance to credit union strategies to further grow and develop our base. Emphasis is on member experience, quality management, workforce planning, and compliance.

This position demonstrates a commitment to excellence through continuous staff development enhancing employee engagement, service skills, knowledge base and morale.

Demonstrating strong leadership skills with oversight, development and management of business tactics to elevate the performance and engagement of our member base.

Compliance standards must be met, while building quality member relationships, with member forward strategies. Improves e-branch business operations by monitoring system performance; proactive in problem resolution; adept at building short term business plans to create higher quality member engagement positively influencing the member experience.

Responsible for the development of a learning environment, highly collaborative with an engaged workforce.

Promoting, inspiring and leading a people first culture, demonstrating a high-level commitment to succession planning, performance development, and recruiting.

Creating recognition programs and connecting opportunities to show value in our teams.

Analyze real time and historical data of the e-Branch identifying improvement plans in processes, service levels, member responsiveness, and performance. Lead and support member experience innovations and continuous process improvement through quality best practices and fostering a culture of excellence.

Anticipates member needs and expectations, designing responsive and proactive programs to connect the member experience through various channels promoting consistency, empowering employee involvement, and monitoring core business metrics.

Ensure the e-Branch is operating at or below planned budget levels. Completes all required quarterly/annual product knowledge exams and mandatory training. Forecast training needs. Participates in all training/meetings and sales and service development activities. Maintains a high degree of confidentiality, adheres to security and internal control procedures.

Education/Work Experience:

Eight plus years of relevant experience, including experience in contact center operations, support and workforce planning. Five plus years’ experience coaching, motivating and leading a team. Technical literacy and competency across multiple platforms. Strong interpersonal skills and executive presence. Knowledge of process improvement methodologies, and change management processes. Proficiency demonstrated within a matrix environment. Bachelor’s degree required. Master’s degree preferred.

How to Apply

Please apply on the Blue Federal Credit Union website: https://bluefederalcreditunion.appone.com/

Job Position Type
Executive
Application Deadline
Jun. 1, 2020