Director, Contact Center Operations

Ent Credit Union•Phoenix, AZ

1d•$149,000 - $165,000

About The Position

The Director of Contact Center Operations is accountable for the operational and service delivery within the Contact Center in support of the overall initiatives of the Contact Center and Credit Union. This position is accountable for ensuring all Contact Center business units, in addition to those managing them, are performing efficiently in the areas of production, risk, member service, including Voice of the Member results, and employee engagement/retention. This position is responsible for the development, implementation, and administration of Wings policies and procedures, and for compliance with financial regulations including BSA (Bank Secrecy Act) and the CFPB (Consumer Financial Protection Bureau). It is responsible for identifying risk management opportunities through eTracs and the delivery of such risks with ongoing education with all members of the Contact Center.

Requirements

Bachelor's Degree in Business, Finance, Accounting, Management or another relevant field of study.
8+ year's experience in a Financial Institution
8+ year's experience in a Contact Center
3+ year's experience as a manager overseeing a Contact Center
Broad Knowledge of the financial services industry.
Strong understanding of Asset Liability Management principles.
Working knowledge of HR policies, procedures, and compliance.
Strong coaching, mentoring, and staff management skills.
Strong interpersonal relationship-building skills.
Comprehensive knowledge of financial services compliance and internal controls.
Advanced communication skills, both verbal and written.
Ability to speak with all levels of the organization and match communication delivery to the audience being addressed.
Basic knowledge of project management concepts and their practical application.
Able to work effectively in a collaborative environment with shifting priorities throughout the growth of the company.
Excellent customer service skills.
Exceptional problem-solving capacity.
Intellectual Curiosity with a desire and openness to learn new processes / skills.
Strong computer literacy to include a working knowledge of Microsoft Office Suite of products (Word, Excel, PowerPoint, etc.).

Nice To Haves

Proficient with Symitar banking software, preferred.

Responsibilities

Contact Center Operations Growth and Development: Accountable for reviewing, recommending, and implementing, as appropriate to VP-Contact Center Ops, various Contact Center initiatives or changes in process to minimize risk such as: Reviews and assesses Contact Center operations in order to recommend the elimination of needed and unneeded policies and procedures, including working directly with Audit, Legal, and Compliance to minimize risk.
Review and assess the performance and requirements of all Contact Center business units to ensure current and future necessities and provisions.
Resolves complex problems and concerns involving internal or external issues, including oversight of complaint management.
Management oversight of various initiatives and projects internal and external. Oversight accountability in the areas of member service through direct monitoring of VoM surveys/ employee engagement / Quality Assurance/ Sales / culture and contact center training initiatives.
Enforces performance metrics, service level agreements, and overall smooth operation of the Contact Center's daily functions.
Assists in the overall budget assessment and accountability for all Contact Center locations.
Ensures team and individual incentives are held to corporate standard through monitoring and oversight.
Leadership Development / Coaching: Holds direct reports accountable in the areas of sales, member service, contact center / corporate initiatives, risks, member complaints, employee/member engagement, and retention.
Promote cultural and operational consistency and collaboration across Contact Centers / areas / regions.
Create and maintain career and development plans for direct reports. Manage and reduce escalated Contact Center HR-related issues. Provide coaching and team alignment for all direct reports. Ensure the accuracy of documented timecards, in addition to monitoring and approving all performance reviews, and disciplinary actions. Ensure incentives align with corporate standards.
Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.