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Job Offer: Manager Contact Center:Job description:
Manager Contact CenterOverviewHudson Valley Credit Union is currently recruiting for the position of Manager Contact Center. Primary Function: directly manage the managers of the Contact Center. prosperously implement HVCU's Sales and Service Success Model with members. Monitor and assess the performance of the Contact Center to ensure the achievement of the organizational retail and operational goals. Develop and coach direct reports to add to department profitcapability and facilitate individual career development. Responsibilities » supervise and develop direct reports to supervise the Contact Center staff and ensure proper implementation of HVCU’s Sales and Success Model. » Manage Contact Center managers. Set the expectation for Contact Center staff to deliver high-quality service and recognize members’ needs by reviewing current offerings and asking appropriate questions. Ensure Contact Center staff is well trained and receives regular and continuing refresher and procedural training. Create, implement and monitor satisfactory completion of development plans. » Interview, hire, manage and develop Contact Center managers. Meet regularly with Contact Center managers to review department performance including individual performance feedback and development opportunities. Meet monthly with direct reports. Complete annual performance evaluations for Contact Center managers. » Work with the Contact Center Workforce Analyst to manage the scheduling of the Contact Center staff to ensure adequate staffing levels for inbound, outbound and web delivery channels. Monitor and manage everyday call flow to meet service levels. Identify trends in call flows to drive efficiency. Assess changes in workloads, evaluate impact to service levels and make recommendations as appropriate. » Measure and analyze member practice tools (NPS survey results, production reports, etc.) that drive excellent member service. Leverage the insights gained from multiple sources to drive improvements to member practices and production. » Lead and participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Engage in the Credit Union’s philosophy of continuous improvement to look for opportunities to enhance revenue and efficiency, reduce expenses, streamline and improve operations. » Prepare Contact Center’s annual budget proposal for review by the AVP of Contact Center. Analyze approved budget variances and expenditures all over the year. » Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained expertise. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional tasks and special projects as assigned. » Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism. » Responsible for regular and predictable attendance including punctuality. Qualifications » Bachelor’s Degree or at least 2 years equivalent practice for each undergraduate year not completed; undergraduate degree cannot substitute for minimum number of years of practice Business, finance or a related field required » Minimum 3 Years managery or management practice dealing with medium to large staff size (15+), preferably in a financial institution and/or a call center practice required » Minimum 2 Years Sales management and employee development practice in a financial institution or customer care/call center environment practice required Remote Work Requirements » Local Remote (Orange, Dutchess, Ulster, Westchester, Putnam, Rockland Counties) » Must have access to reliable and high speed Internet. » Home office/ work environment should be in a quiet and professional setting. » Must be able to commute to HQ building when necessary. Why choose HVCU? HVCU cares for our employees, members, and community. We actively seek to create an inclusive workforce by hiring people with diverse perspectives and practices. We celebrate and embrace what makes each of us different and foster an environment where everyone feels that they belong. In commitment to our diversity, equity, and inclusion mission, we encourage members of historically underrepresented communities to apply, including those who identify as women, minorities, veterans, disabled and LGBTQ+. Employee Perks: » HVCU University & Academy; Professional Development Training » Student Loan Repayment & Tuition Reimbursement Programs » Medical, Dental, and Vision coverage (coverage starting as low as $20 per month) » 401(k) with employer match and non-elective employer contribution » Paid time off (PTO), holidays, and community volunteer time » Life, Short-Term, and Long-Term Discapability Insurance » Discounted Loan Rates & Fees Hudson Valley Credit Union is an AA/EEO employer committed to equal opportunity and employee diversity. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, the status of being transgender, national origin, discapability, military or veteran status, genetic information, marital or familial status, domestic violence victim status, or any other characteristic protected by law. » Bachelor’s Degree or at least 2 years equivalent practice for each undergraduate year not completed; undergraduate degree cannot substitute for minimum number of years of practice Business, finance or a related field required » Minimum 3 Years managery or management practice dealing with medium to large staff size (15+), preferably in a financial institution and/or a call center practice required » Minimum 2 Years Sales management and employee development practice in a financial institution or customer care/call center environment practice required Remote Work Requirements » Local Remote (Orange, Dutchess, Ulster, Westchester, Putnam, Rockland Counties) » Must have access to reliable and high speed Internet. » Home office/ work environment should be in a quiet and professional setting. » Must be able to commute to HQ building when necessary. Why choose HVCU? HVCU cares for our employees, members, and community. We actively seek to create an inclusive workforce by hiring people with diverse perspectives and practices. We celebrate and embrace what makes each of us different and foster an environment where everyone feels that they belong. In commitment to our diversity, equity, and inclusion mission, we encourage members of historically underrepresented communities to apply, including those who identify as women, minorities, veterans, disabled and LGBTQ+. Employee Perks: » HVCU University & Academy; Professional Development Training » Student Loan Repayment & Tuition Reimbursement Programs » Medical, Dental, and Vision coverage (coverage starting as low as $20 per month) » 401(k) with employer match and non-elective employer contribution » Paid time off (PTO), holidays, and community volunteer time » Life, Short-Term, and Long-Term Discapability Insurance » Discounted Loan Rates & Fees Hudson Valley Credit Union is an AA/EEO employer committed to equal opportunity and employee diversity. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, the status of being transgender, national origin, discapability, military or veteran status, genetic information, marital or familial status, domestic violence victim status, or any other characteristic protected by law. » supervise and develop direct reports to supervise the Contact Center staff and ensure proper implementation of HVCU’s Sales and Success Model. » Manage Contact Center managers. Set the expectation for Contact Center staff to deliver high-quality service and recognize members’ needs by reviewing current offerings and asking appropriate questions. Ensure Contact Center staff is well trained and receives regular and continuing refresher and procedural training. Create, implement and monitor satisfactory completion of development plans. » Interview, hire, manage and develop Contact Center managers. Meet regularly with Contact Center managers to review department performance including individual performance feedback and development opportunities. Meet monthly with direct reports. Complete annual performance evaluations for Contact Center managers. » Work with the Contact Center Workforce Analyst to manage the scheduling of the Contact Center staff to ensure adequate staffing levels for inbound, outbound and web delivery channels. Monitor and manage everyday call flow to meet service levels. Identify trends in call flows to drive efficiency. Assess changes in workloads, evaluate impact to service levels and make recommendations as appropriate. » Measure and analyze member practice tools (NPS survey results, production reports, etc.) that drive excellent member service. Leverage the insights gained from multiple sources to drive improvements to member practices and production. » Lead and participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Engage in the Credit Union’s philosophy of continuous improvement to look for opportunities to enhance revenue and efficiency, reduce expenses, streamline and improve operations. » Prepare Contact Center’s annual budget proposal for review by the AVP of Contact Center. Analyze approved budget variances and expenditures all over the year. » Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained expertise. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional tasks and special projects as assigned. » Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism. » Responsible for regular and predictable attendance including punctuality. Skills:
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