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!


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Finance Director Global Contact Centers

Visa

Posted 1 week ago

VIEW JOBS 2/8/2020 12:00:00 AM 2020-05-08T00:00 As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce. At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers. You're an Individual. We're the team for you. Together, let's transform the way the world pays. Essential Functions: Strategic Planning and Analytics: * Become a trusted business partner to all business units and executive management in a matrixed organization * Partner with executive team to develop long term financial and business plans * Develop revenue and operational metrics to foster commercial mindset and accountability with business partners * Ability to analyze large data sets for insights and to make recommendations to optimize customer and operational performance * Partner with business stakeholders to create business cases and analyze client deal proposals; structure and execute complex financial modeling and analysis * Identify and implement changes to improve efficiency and effectiveness of operational decision making Financial Management: * Lead preparation of the annual business plan and analysis * Lead performance diagnostics, budgeting, forecasting and management reporting for Global Contact Center * Enable management by providing timely, accurate information and key insights * Understand business drivers and recommend measures to further improve results * Drive efficient processes for quarterly and monthly performance reporting Project Management: * Spearhead ad hoc projects to further improve the overall performance of the team and organization(s) * Provide thought leadership and guidance over global processes building efficiencies and streamlining deliverables for optimal result * Drive and manage change within Finance and Business organizations, while building a collaborative team environment People Management: * Attract, recruit and train top talent into the Finance organization * Mentor high performing team members by helping to create a center of excellence and instilling best practices across finance * Influence, motivate and collaborate with key business partners and stakeholders across levels and matrix organization Basic Qualifications: * 10 years of work experience with a Bachelor's Degree in finance, accounting, economics, engineering or relevant technical field; or at least 8 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 3 years of work experience with a PhD * At least 12 years of professional experience or equivalent with 5-7 years of relevant experience in a global company with matrix organization * Experience leading Financial Planning & Analysis with a thorough understanding of financial accounting, management reporting and financial systems Preferred Qualifications: * MBA strongly preferred * Global call center, contact center, offshoring and outsourcing experience preferred * Strong analytical and project management skills * Superior problem solving skills with ability to communicate effectively with executive management * Client focused with tenacity to resolve issues and conflicts; strong executive presence and ability to influence senior executives and business partners * Ability to work collaboratively with other functional areas to build and understand the operational challenges to achieve superior results * High energy and enthusiasm required to partner with multiple stakeholders * Excellent interpersonal and people management skills * Must be hands-on and detail-oriented to ensure accuracy and quality of output * Experience with enterprise financial systems (e.g., Hyperion, TM1, etc.) is required. Essbase experience is desired. * Advanced level of Excel and PowerPoint required. Knowledge of databases preferred Work Hours: * Incumbent must make themselves available during core business hours Travel Requirements: * This position requires the incumbent to travel for work 0% of the time. Mental/Physical Requirements: * This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law. Visa Austin TX

Director Of Contact Center

United Heritage Credit Union