AVP /Member Contact Center Manager
Community Choice CU - Farmington Hills, MI

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Location: Farmington Hills, MI
Summary - The AVP, Member Contact Center Manageris responsible fordeveloping and leading the operations, sales, and service initiatives of all Contact Center delivery channels. Delivery channels include inbound and outbound calls, email, online chat and Personal Teller Machines. This position will be responsible to formulate and enhance strategies that ensure products and services are delivered effectively and consistently through all channels.

Essential Duties and Responsibilities –
Other duties may be assigned.

Leadership & Business Management -
Recruit, lead and develop a team of high performers who are passionate about providing an elevated level of consultative services throughout all delivery channels for our membership.

Encourage and support team members with effective communication regarding work performance andgoal achievement. Take corrective actions to ensure a high quality work environment and individual, departmental, and organizational goals are achieved.

Identify and provide opportunities for effective training, coaching, and mentoring techniques to ensure development, performance goals and growth targets of the credit union are achieved.

Foster and execute a culture of engagement that continually delivers a high level of internal and external member experiences.

Establish, execute and continually analyze incentive programs that drive established performance levels while supporting organizational initiatives.

Develop and administer the Contact Center financial budget, monitoring monthly to ensure expenses and income are within annual forecast while reporting out any variances.

Prepare and monitor the Contact Center business plan ensuring its alignment with identified organizational and delivery channel initiatives.

Delivery Channel Strategy & Management -
Create and continually analyze team member and delivery channel performance metrics in order to formulate decisions on service and staffing levels, training needs and overall direction for the Contact Center.

Forecast and direct delivery channel volume and service standards to ensure staffing is appropriate and Contact Center sales and service performance targets are achieved.

Utilize delivery channel data in identifying key member trends to develop quality improvement programs and processes as a method to increase productivity and continually enhance and improve the member experience.

Work with internal business units to ensure marketing leads and promotions align and support delivery channel production goals.

Prepare and submit standard reports of business unit goal achievement to monitor and communicate out organizational accomplishments and/or challenges.

Research, develop and execute continuous technology enhancements and process improvements to remain competitive in the market while providing innovative service options to our members.

Administer and monitor delivery channel policies and procedures to ensure compliance with applicable laws and regulations.

Supervisory Responsibilities – This position has no supervisory responsibilities

Performance Measurements -
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Year over year established growth targets and financial projections are achieved.
  • Member service levels are meeting and/or exceeding established benchmarks.
  • Team Member retention and engagement levels are meeting and/or exceeding established benchmarks.
  • Business plan and delivery channel initiatives are identified and achieved.
  • Direct reporting management team members are effective at meeting established goals and driving initiatives. Development and coaching opportunities exist and are consistent.
  • Professional business relationships exist with internal and external contacts. Concerns are promptly addressed and any problems effectively resolved.
Job Qualifications

College degree is required preferably business related

Five to ten year in a similar position with successful Contact Center Management

Required Knowledge:
In-depth understanding of call center metrics and how to best utilize them
Advanced understanding of Contact Center software systems, technologies/platforms
Understanding and interpretation of financials

Skills and Abilities:
Strong execution of established initiatives and growth targets
Expertise in anticipating and identifying business needs
Project management experience
Strong communication and negotiation skills (both verbally and written)
Ability to lead a team to success

Mental Demands:
This position requires the team member to make decisions in a timely and efficient manner, and anticipate all of the potential ramifications of the decisions made.

The team member must be able to develop, recommend, and implement financial policies and procedures and be able to analyze the work flow of the Credit Union on a continuous basis and make changes to improve efficiency and reduce costs.

The team member must be able to read and interpret documents or instruments, understand / follow complex written and oral instructions, make decision and to resolve problems or unique circumstances, be able to express oneself clearly/concisely, perform mathematical functions, and handle multiple, concurrent tasks.

Physical Demands:
The physical demands described here are representative of those that must be met by an 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 employee is regularly required to talk or hear . The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to pounds .

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

General Statement -
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.

Community Choice Credit Union is an Equal Opportunity/Affirmative Action Employer

Community Choice CU - 20 months ago - save job