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Oversee daily contact center operations including but not limited to inbound and outbound calls, member escalations, and calls handled by our 3rd party contact center
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Lead and support CXC leadership in meeting service levels, sales goals, and ensuring exceptional service and work quality
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Develop, manage and execute on key strategies and initiatives within the CXC and greater organization to further the transformation and development of contact center and organizational priorities
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Create and deliver executive-level presentations on performance results and change proposals to operations, products, and programs
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Work collaboratively across the enterprise with senior leadership to engineer continuous process improvements
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Support and assist in the development of sales programs for one or more product lines
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Develop, forecast, and monitor budget and utilize operational resources
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Maintain awareness of financial and member service industry trends, strategies, and technologies
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Assist staff with problem resolution and issue escalation
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Identify and manage risk within business unit/functional area
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Foster a positive and productive work environment with a strong focus on employee engagement and development
Essential Skills
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Minimum Education: Bachelor’s degree in Business Administration, or other related fields of study or equivalent experience
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Minimum 10 years’ experience in the contact center industry with a focus on balancing exceptional service and consultative sales
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Minimum 7 years’ of progressive experience leading a diverse team including hiring, coaching and performance management
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Broad knowledge of, and practical experience with, financial institution operating areas, functions, products and services and the laws and regulations that apply to credit unions
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Demonstrated experience in consultative selling techniques
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Aptitude for motivating and influencing others through a significant level of diplomacy and trust
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Ability to successfully drive projects, processes and change management concepts in a dynamic and complex operating environment
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Proficiency in creating and delivering a business plan and strategy that coincides with department and credit union directives
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Ability to foster internal and external business relationships to ensure alignment with business imperatives
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Outstanding presentation development and delivery skills
enefits options include:
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Traditional medical, dental, and vision coverage
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401K matching up to 5% per pay period
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Accrue up to 17 days of Paid Time Off your first year of employment
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11 paid federal holidays
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Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)
Location: Rocklin Corporate Location, Rocklin, CA 95765
Target Compensation: $160,000 to $180,000 + annual bonus
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First Tech is not currently offering Visa sponsorship for this position
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