Vice President, Member Contact Center

Great Lakes Credit Union•Bannockburn, IL

4d•$142,905 - $238,174•Onsite

About The Position

As the Vice President, Member Contact Center, you will be responsible for managing the business activities of the Call Center, which include both inbound and outbound calls, digital member communications, and video support. You will demonstrate and reinforce a sense of urgency and commitment to providing excellent products and services to members in fulfillment of GLCU corporate goals, and ensuring the MCC meets or exceeds its Service Level Agreements (SLAs). You will also be responsible for establishing key contact center metrics based on industry best practices. As the VP of the Contact Center, you are responsible for developing a team to enhance accuracy, timeliness, and sales/service and supports the Member Service Promise. Additionally, you are responsible for maintaining a work environment conducive to teamwork and a high level of performance and productivity, which includes demonstrating and encouraging positive working relationships that promote member service, and maintaining positive working relationships by supporting the Standards of Excellence.

Requirements

Minimum of 3 years of leadership experience in a high-volume member contact center environment, preferably serving 100,000 + members and handling 10,000 + inbound calls per month
Excellent communication, leadership, and cross-functional collaboration skills.
Proven track record of managing, developing, and scaling contact center teams while maintaining exceptional member service outcomes
Proficient in selecting and integrating advanced technologies that enhance service delivery, streamline workflows, and support omnichannel engagement.
Demonstrated expertise in monitoring and optimizing key performance indicators (KPIs) such as service level, average handle time, call resolution, member satisfaction (CSAT), and member care specialists’ productivity.
Experience managing third-party vendor relationships, including performance oversight, integration with internal systems and processes
Strong understanding of and experience implementing AI strategies and automation technologies to improve member contact center efficiencies and member experience
Strong analytical and decision-making skills with data-driven leadership style
Demonstrated ability to think strategically and apply long-term vision (3-5 years) in developing scalable, member-focused contact center operations.

Nice To Haves

Bachelor’s Degree in a related field, preferred.
Experience with AWS Connect (or similar member contact center software systems) is strongly preferred.

Responsibilities

Build the long term (3-5 year) strategy for the Member Contact Center, leveraging emerging technologies to enhance member service.
Lead member contact initiatives to support 24/7 support to members, including possible offsite team to support outside of regular business hours.
Identify and establish key performance metrics and Service Level Agreements for the call center and ensure those standards are met or exceeded. These KPIs will be set for all channels that come through the MCC.
Analyze sales, service, and contact reports to recommend strategies that will ensure goals are met or exceeded and that member calls, emails, and other communications are handled timely and effectively.
Partner with Marketing and Retail to ensure member communications are consistent across all channels.
Ensure staff and management are recognized and successes are celebrated.
Ensure prompt hiring practices and that staff levels are adequately maintained within the approved operating plan. Ensure staff performance is monitored, and promotions and disciplinary action are recommended timely.
Oversee and/or act as liaison for more complex technical call center phone systems, collaborating closely with IT. Ensure full understanding of call center department deployed technology, and new products and/or phone related services, to include call management systems, IVR, call flow, etc.
Ensures member complaints and issues are resolved adequately and timely. Communicates with Sr. Manager, MX to help identify trends and member pain points, offering suggestions to support exceptional member experience.
Develop and maintain department budget, monitors expenditures to ensure budget is used to maximize efficiency of the department.
Communicate with department management to effectively facilitate both upward and downward communication and feedback, having crucial conversations, as required.
Establish positive employer-employee relationships, promoting a high level of department morale, trust, and high integrity.
Exercise discretion and independent judgment in interpreting policies and procedures, making exceptions as required.
Participate in community activities and volunteer events to support the credit union mission.
Monitor, advise, assign, and review management work assignments and projects, recommending and implementing efficiencies and cost savings.
Provide feedback on new/existing programs, procedures, and processes, ensuring timely communication and clear understanding.