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Contact Center Director
Location:
Tallahassee, FL
Description:
Here at First Commerce Credit Union the primary purpose of this position is to assist First Commerce in fulfilling our Vision To Be Our Member's Financial Partner for Life. This is achieved through delivering Remarkable Member Service as defined by our Service Standards as well as building and maintaining strong member relationships through identification of member's financial needs and effectively recommending appropriate products and services to meet those needs. The Director of Remote Services serves as part of the Retail Leadership Team and advances a high-performing team to remotely deliver First Commerce's full and growing suite of innovative banking products and services, driving production and adding value by evolving solutions and enhancing the remote member experience (RMX). Leads a team to remotely meet members' financial needs, overseeing our contact center with team members in 2+ primary locations including inbound phone calls for servicing as well as loans/accounts, Video Teller service, secure messages, chat, texting, member service email, social media messages, digital support, sales of new loans and accounts including outbound calling and related back-end support for products and services, smooth transition to other channels as needed, and new future solutions. RESPONSIBILITIES: As a member of the Leadership team, partners with retail leadership and operations, all internal departments, and vendors to continuously enhance remote channels and initiatives. Strategically develops and implements remote services roadmaps, ensuring alignment and evolution with our credit union's strategic vision while being mindful of business requirements and implement solutions derived from member journey maps and on user research. Builds and scales an ecosystem of remote banking products, services, and offerings. Drives products or a portfolio of products and services end-to-end, and evolves structure and processes for efficient support. Develops service level agreements along with dashboards and reports to continuously monitor and provide actionable insights into key performance indicators, metrics, trends, member experience, process improvement, and other measures of success and address any underperforming areas. Harnesses large data sets to deliver insights and new features. Organizes, researches, analyzes member feedback with vision to anticipate emerging and future needs. Uses data sources and other analytical and research-based methods to produce predictions from data to achieve business objectives, KPIs, and other desired outcomes. Bridges the technical and business worlds, help advance the right products using a combination of vision, market/user/competitor research, and usage metrics. Researches to understand barriers and successful approaches to educating members about self-service and digital options for transactions. Incorporates ways to measure regular systematic suggestions along with shifts in member behavior and adoption. Focuses on enhancing ways to proactively have information available or provide relevant information to members to add convenience and cut down on the need to contact the credit union or connect with a team member. Leadership Duties: Ensures that the Remote Services (Contact Center, Remote Sales) teams deliver prompt, accurate, and courteous external and internal service in accordance with our Service Standards. Oversees the quality and speed of department team(s). Offers and manages clear expectations of service levels. Prepares and/or analyzes relevant special reports for distribution to Executive and Senior Management, while maintaining departmental records and files. Works within an approved budget; Develops and implements cost saving measures and conserves organizational resources. Responsible for hiring, training, scheduling, development, coaching, counseling, evaluating and overall leadership management of credit union staff. Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals. Other Responsibilities: Performs job duties in accordance with policies established by the Board of Directors under the rules and regulations set by the National Credit Union Administration, the State of Florida and any applicable State laws for financial centers located in other States. Complies with Reg E, BSA, OFAC and CIP requirements such as reporting suspicious or unusual activity to manager. Fully supports in actions and words First Commerce's Vision, Mission, Core Values and Service Standards. Attends meetings timely and as required; reports to work as scheduled and adheres to First Commerce's dress code. Performs other duties as assigned. REQUIREMENTS: Solid foundation in remote delivery of products and services to end users with the curiosity to quickly pick up the subject matter expertise on a specific product set. Experience in sales management, cross-selling, deepening relationships, and delivering results. Understanding of what it takes to build a scalable remote platform, with shared components and services that can serve multiple distribution channels. Experience working with products that harness large data sets to deliver insights and new features. Experience in organizing, researching, analyzing member feedback with vision to anticipate emerging and future needs. EDUCATION AND EXPERIENCE: Minimum of a Bachelor's Degree. 7+ years' experience in leading a multifaceted contact center and remote sales, servicing, and delivery of products and services while ensuring exceptional member experience. Prior experience managing a contact center with a minimum of 30+ agents and a minimum of 900+ calls per day. Banking and/or financial industry experience preferred. Americans with Disability Specifications The primary work location for this position is a First Commerce building. This position could also be performed from a secure remote environment. Physical Requirements: The physical demands described here are representative of those that must be met by a team member (employee) to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the team member is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The team member (employee) must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision and distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Mental/Emotional Requirements: Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. This position requires continual and uninterrupted cognitive ability to wholly focus upon intricate tasks, including the ability to perform multiple tasks at once, and the use of both short term and long term memory to properly manage and address facts, tasks, dates, times, and data. Competencies To perform the job successfully, an individual should demonstrate the following competencies: Integrity/Honesty (Universal) : Behaves in an honest, fair, and ethical manner. Shows consistency in words and actions. Models high standards of ethics. Social Competence (Universal) : The ability to understand and manage own and others' emotions. There are five main elements of Social Competence: Self-awareness, Self-regulation, Motivation, Empathy, Social Skills. The ability to interact positively and get along well with others. Social competence is a set of positive social skills necessary to get along well with others and function constructively in groups. Respects and expresses appreciation for others. Able to work and communicate well with others and listen to others' ideas. Demonstrates context-appropriate behavior that is consistent with social norms. Uses a range of skills or processes aimed at resolving conflict. Written Communication (Universal) : Writes in a clear, concise, organized, and convincing manner for the intended audience. Continual Learning (Universal) : Assesses and recognizes own strengths and weaknesses; pursues self-development. Creative Entrepreneurship (Leadership): Positions the organization for future success by identifying new opportunities; builds the organization by developing or improving products or services. Takes calculated risks to accomplish organizational objectives. Develops new insights into situations; questions conventional approaches; encourages new ideas and innovations; designs and implements new or cutting-edge programs/processes. Understands and keeps up to date on local, national, and international policies and trends that affect the organization and shape stakeholders' views; is aware of the organization's impact on the external environment. Developing Others (Leadership) : Develops the ability of others to perform and contribute to the organization by providing ongoing feedback and by providing opportunities to learn through formal and informal methods. Accountability (Leadership) : Holds self and others accountable for measuring high quality, timely and cost-effective results. Determines objectives, sets priorities, and delegates work. Accepts responsibility for mistakes. Complies with established control systems and rules. Member Service (Leadership) : Anticipates and meets the needs of both internal and external members. Delivers high quality products and services; is committed to continuous improvement. Decisiveness (Leadership) : Makes well-informed, effective, and timely decisions, even when data are limited, or solutions produce unpleasant consequences; perceives the impact and implications of decisions. Problem Solving (Leadership) : Identifies and analyzes; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations. Business Acumen (Leadership) : Manages the connections between Five Business Drivers that are essential to every business (cash, profits, assets, growth, and people). An understanding of financial metrics and tools that gauge the cost effectiveness of the team. Decision-making skills that balance risk and consequences, keep members happy, and maximize the contribution. Engages team members in non-defensive dialogues that creates an environment where they take the action needed to implement the change initiatives. Empowers team members who participate in the analysis, craft alternatives, and fully support implementation of the selected alternative solution. Balance between the emotions of great member service and the reality of the cost structure. Skills to overcome resistance of team members to change. Influencing/Negotiating (Leadership) : Persuades others; builds consensus through give and take; gains cooperation. Job Posted by ApplicantPro
Company:
First Commerce Credit Union
Posted:
January 25 on ApplicantList
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More About this Listing: Contact Center Director
Contact Center Director is a Executive Director Job at First Commerce Credit Union located in Tallahassee FL. Find other listings like Contact Center Director by searching Oodle for Executive Director Jobs.
Contact Center Director is a Executive Director Job at First Commerce Credit Union located in Tallahassee FL. Find other listings like Contact Center Director by searching Oodle for Executive Director Jobs.