Director of Contact Center

SUMMARY

The Director Contact Center is part of the senior management team responsible for the overall leadership of the Member Services Contact Center group. Responsible for Contact Center transformation and manages personnel activities, assigns work and delegates responsibilities to staff and monitors progress to ensure area goals are met and high-quality member service is maintained.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Leadership & Staff Development

• Ability to motivate, inspire, and encourage the entire team to perform well, while maintaining a strong capability of leading through change and adversity with ease.
• Committed to fostering the development of others and providing a supportive environment for professional growth and enhancing performance. Acts as a mentor and consistently demonstrates the ability to raise-up leadership via professional development and internal promotion.
• Works as an effective collaborator with the Senior Management and Management teams on a regular basis. Represents the Contact Center in strategic planning meetings as scheduled, sharing knowledge, concerns, and opinions.
• Responsible for ensuring financial/budget goals set by the PEO are met or exceeded.
• Strong ability to effectively influence the actions and opinions of others, while committed to consistently make the tough call when needed.

Member Sales and Service

• Removes barriers in providing first call resolution (FCR) to our members and implements measures to ensure we exceed their expectations.
• Ensures seamless, consistent member experience with each point of contact.
• Reduces and/or eliminate barriers to service so that MSR provides quick resolution.
• Establishes a systematic method for designated call center reps who support member inquiries requiring further research and follow-up. Research calls are generally received from either direct inquiries from members (via calls, chat, or e-mail), or from branches.
• Ensures MSR calls which are not closed on first resolution, are designated to the appropriate MSR for research and follow-up with pre-determine timeframes.
• Using coaching as the primary tool for improving staff performance by holding regular one-on-one meetings and coaching sessions, documenting results using the Internal Coaching Model. Inspects what is expected to ensure that direct reports are doing the same.
• Collaborates with the Member Services leadership group to establish service level metrics based on industry trends and established management expectations. These metrics include in-bound call wait times, call abandon rate, call length times, and e-mail response times; ATM, On-line Banking, and Telephone Banking.

Administrative

• Proactively participates in the development and implementation of the strategic plan in order to carry out action items as assigned. Communicates the strategic direction to team and assures that it is clearly communicated to all staff so that the entire team is clear about goals and expectations.
• Participates in the budget process, assuring that the budget is sufficient to achieve the service, operations, and sales requirements of the strategic plan.
• Responsible for effectively managing current and potential vendor relationships along with the due diligence process for vendors assigned within the Member Services area.

Technology

• Identifies and implements improved system integration for the department/CU.
• Removes barriers to fast and efficient use of systems in the Member Services environment
• Utilizes existing technology to maximize the member’s experience. Examples include CRM, IVR capabilities, Jabber, screen-pops, warm transfers, single sign-on, live chat, etc.
• Implements reporting consistent with an MSCC such as:
• FCR
• Call Routing
• Abandonment rates
• Member Feedback
• Quality Call Analysis
• Recommends new technology to enhance the member’s experience. Examples include knowledge management (KM), workforce management solution (WFN), and voice biometrics.

QUALIFICATIONS

EDUCATION and/or EXPERIENCE including Certificates, Licenses and Registrations.

• Four (4) year college degree required.
• Three (3) years’ experience directly supervising other managers is required.
• Ability to manage multiple projects and assignments, meet tight deadlines, and coordinate and communicate effectively among widely-dispersed parties.
• Excellent oral and written communication skills with demonstrated ability to represent the organization’s mission and work in all internal and external forums.
• Strong member service orientation and demonstrated skills in relationship management and cultivation.

OTHER SKILLS & ABILITIES

• Demonstrated ability to coach leaders and managers
• Proven track-record of delivering business results
• Demonstrated understanding of the financial services industry
• Ability to influence and partner with all levels of the organization to achieve results
• Strong business acumen, including strong problem solving skills, critical thinking, persuasive communication and initiative
• Ability to infuse fun and enthusiasm into the everyday workings of the team and the organization as a whole
• Effective at gaining credibility and partnering collaboratively
• Excellent written and verbal communication skills
• Strong presentation and facilitation skills
• Ability to track and analyze key metrics and trends
• Proficient at resolving inter-personal/intra or inter team conflicts

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Skills

Required Experience