Director Of Contact Center

United Heritage Credit Union Austin , TX 78719

Posted 7 months ago

This position is currently located at Manchaca Rd. & William Cannon in South Austin. The position will be relocating to our new Headquarters building in North Austin towards the beginning to mid-2020. The location will be in Research Park and is located near Oak Knoll & 183.

The Director of Contact Center position is a performance based, hands-on, member-focused role that is responsible for the strategic planning and execution of all contact center operations. This position requires an ability to give clear direction, display effective coaching skills, and promote a productive, friendly work environment.

To be successful in this position, you should be focused on leading your team of representatives and contact center practices to foster continuous improvement of the member experience. You should be observant, detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

As the Director of Contact Center at UHCU you will:

  • Hire, train, coach, and lead contact center representatives as they provide sales and support for members.

  • Exceed performance metrics, which include call efficiency, low abandonment rate, process improvements, and sales.

  • Create and maintain a business plan and roadmap outlining department strategies, key requirements, technical solutions, organizational design and staff roles.

  • Develop a strategy to ensure member satisfaction, improved efficiency and high productivity.

  • Utilize technology, continuous improvement and transformational change initiatives to optimize business processes.

  • Lead and motivate staff building a top performing contact center team and instilling a culture of accountability, results and flexibility to exceed member expectations.

  • Drive optimization within and manage direct contact center workflow duties, call routing, call management, and implementation and management of member touchpoints.

  • Troubleshoot issues, offer solutions, and provide the staff with the tools to efficiently and effectively assist with technology service products and channels.

  • Work with internal business partners to identify issues or processes that impact contact center operations and develop recommendations for performance improvement.

  • Prepare reports and analyze data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

What you will need to succeed:

  • Ability to coach, guide, and lead a team.

  • Working knowledge of the fundamentals of banking operations.

  • Ability to research available Contact Center solutions and enhancements to maximize performance and delivery of service.

  • Effectively prioritize and execute tasks in a high-pressure environment, under sometimes stressful conditions.

  • Exceptional skills in design/process and project management.

  • Ability to communicate difficult or sensitive information tactfully, effectively adapting to member and staff needs.

  • Strong analytical, organizational and product management skills.

  • Ability to troubleshoot and resolve technical issues.

Minimum Qualifications:

  • Bachelor's degree from an accredited university in Business or related field (An equivalent combination of education and experience which provides the required knowledge, skills and abilities will be considered).

  • Minimum 5 years of call center operations experience.

  • 2+ year's previous management experience including responsibilities for hiring, training, assigning work and managing performance of staff.

Preferred Qualifications:

  • 5+ years of experience in a financial institution or related industry.

  • Experience with IVR, quality monitoring and workforce management applications.

  • Prior Experience managing and developing a contact center.

UHCU has been in the community for over 60 years, providing superior, personalized service to our members. Founded in 1957, we are an Austin-based credit union with over $1 Billion in assets, 12 branches located throughout Austin and Tyler, Texas, and approximately 210 employees. Our team members voted us as one of the Austin-American Statesman's Top Workplaces for six consecutive years. UHCU goes above and beyond to cultivate a culture of integrity and innovation. Being part of our credit union means being part of our community.

UHCU Offers:

  • Competitive Benefits Package
  • 401(k) options (Pre-Tax and/or Roth)
  • Generous paid time off (PTO)
  • Education Reimbursement Program

Important Note: We take hiring very seriously. Interviewing at UHCU may include phone interviews, as well as 1st & 2nd round interviews. We are unable to follow-up with each and every applicant, but we do our best to run a thorough process for candidates whom we identify as a potential fit. We will be sure to contact you if that is the case!

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Director Of Contact Center

United Heritage Credit Union