Description
We're looking for a proven, inspirational Senior Director to lead operations of our Contact Experience Center (CXC) function across our support center locations. The Senior Director of the CXC guides and supports CXC leaders in providing exceptional member service, achieving ambitious sales and service goals, while also ensuring development and growth of CXC reps and team leadership. Qualified candidates must have at least 10 years' experience working in a contact center or similar support environment, plus 7 years of progressive experience leading a diverse team including hiring, coaching and performance management.
Primary Responsibilities:
- Be accountable to the outputs and performance of our Contact Experience Center through measures such as First Contact Resolution, efficiency and productive targets, and sales and revenue goals.
- Oversee daily contact center operations, inbound and outbound calls, member escalations, and calls handled by our 3rd party contact center partner.
- Provide guidance and empower the CXC team leaders to ultimately drive high performance outcomes through their team members and hold them accountable for growth and success.
- Develop and lead strategies or initiatives within the CXC or the parent Customer Experience Organization that furthers the transformation and development of the contact center or organizational priorities.
- Recruit, hire, train, and coach a team of highly skilled contact center agents and managers.
- Create and deliver executive-level presentations on performance results or proposed changes in operations, products, or programs.
- Work collaboratively across a deeply matrixed organization to implement continuous process improvements.
- Support and assist in the development of contact center sales programs for the company's product lines.
- Provide inputs and develop improvements against our budgets for labor, contact volume, and other resources
- Maintain awareness of financial and member service industry trends, strategies, and technologies
- Assist staff with problem resolution and issue escalation.
- Identify and manage risk within business unit/functional area.
- Foster a positive and productive work environment with a strong focus on employee engagement and development.
Experience and Education Requirement:
- Minimum Education: Bachelor's degree in Business Administration, or other related fields of study or equivalent experience
- Minimum 10 years' experience in the contact center industry with a focus on balancing exceptional service and consultative sales
- Minimum 7 years of progressive experience leading a diverse team including hiring, coaching and performance management
- 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
- Demonstrated experience in consultative selling techniques
- Aptitude for motivating and influencing others through a significant level of diplomacy and trust
- Ability to successfully drive projects, processes and change management concepts in a dynamic and complex operating environment
- Proficiency in creating and delivering a business plan and strategy that coincides with department and credit union directives
- Ability to foster internal and external business relationships to ensure alignment with business imperatives
- Outstanding presentation development and delivery skills
- Preferred relevant certifications: COPC Implementation Leader, CXP Practitioner, or related
Benefits options include:
- Traditional medical, dental, and vision coverage
- 401K matching up to 5% per pay period
- Accrue up to 17 days of Paid Time Off your first year of employment
- 11 paid federal holidays
- 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: $165,000 to $195,000 + annual bonus
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First Tech is not currently offering Visa sponsorship for this position
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First Tech Federal Credit Union
paid time off, 401(k)
Jan 03, 2025