Director of Contact Center |
| Location: | Albany, NY |
| Exempt/Non-Exempt: | Exempt |
| Benefits: | Health, Dental, Vision, Medical & Dependent Care FSAs, 401(k) with profit share & match, PTO, Paid Holidays |
| Employment Type: | Full Time |
| Employer: | Capital Communications FCU |
| Description: | Work for CAP COM Federal Credit Union and find out why �CAP COM is more� than your ordinary financial institution.
We have been in existence since 1953 and are continuing to grow and serve our members and communities in new,
exciting ways by providing quality products and services to meet their individual and ever changing needs.
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| Duties: | We are seeking a Contact Center Director to oversee our Contact Center Team, including Member Services Specialists in Training and Account Services. The director will ensure the effective and efficient delivery of services to Credit Union members in accordance with our Top 10 Service Attributes and drive the overall growth and vision of the department.
Additionally, the director will:
� Manage staff and technology, providing expertise on CMS, Avaya frontline phone system functionalities, and eCommerce products and services, including web channels and mobile banking channels.
� Monitor phone traffic to ensure call flow and staffing is appropriately allocated to meet and exceed service level requirements.
� Build database queries in order to prepare and analyze performance reports and identify trends. Establish and achieve performance targets for speed, efficiency, sales and quality; monitoring a sampling of calls to improve quality, reduce errors and provide performance feedback.
� Coach and develop Call Center and eCommerce staff, including Member Services Specialists in training; provide cross-training to team members.
� Oversee the daily operations of the Account Services area, which includes but is not limited to: IRA processing, Member Services mail, Member Services back office processing and Dividend and Loan tax reporting.
� Hire and train staff, prepare and deliver performance appraisals, and partner with HR on any employee relation issues that may arise.
� Ensure that staff is operating within the established Credit Union guidelines of compliance and service standards.
� Recommend enhancements to the Credit Union's products, programs, processes, and services.
� Work closely with other VPs and department managers to ensure smooth overall operation of Contact Center.
� Remain up to date on rate changes, laws, Credit Union policies and procedures, products and services and the latest rates and regulations.
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| Qualifications: | � Bachelor�s degree and a minimum of (5) years experience overseeing a Contact Center or equivalent experience with a proven track record in managing/motivating a staff.
� Call Center Management Certification; Avaya and Call Management System experience preferred.
� Proficient in Microsoft Office Suite.
� Demonstrated strength in leadership skills, handling responsibility, motivation, direction, delegation, accountability, and personal and staff development.
� Proficient in eCommerce products and services including Web and mobile channels.
� Excellent oral, written and auditory communication skills.
� Strong interpersonal skills.
� Ability to maintain a high level of confidentiality.
� Flexibility to cover extended hours for TH, F and S as needed.
� The ability to speak and understand Spanish is a plus.
We are proud to be an equal opportunity employer. M/F/D/V
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