First Technology Federal Credit Union is Hiring a Program Manager Sr, Contact Near Rocklin, CA
Description The Senior Program Manager, Contact represents the CXC channel across enterprise functions and activities and ensures channel readiness, improving the routines related to process, products, projects, initiatives, and communication. Primary Responsibilities:
Manage complex CXC programs and support, including indirect management of SLA/SOW, partnering with other applicable business units (such as Card Services, Consumer Lending and Digital Products)
Manages day to day operations with outsourced call center, responsibilities include:
Daily Transfer Rate
Service Levels (70% in 30 Seconds)
Quality Assurance/Call Monitoring
First Tech XMC Impacts (First Contact Resolution, Digital to Phone and Member Sentiment
Access Management & Compliance Courses
Improvement Roadmap & Yearly Site Audits (1-2 times annually)
Identify, analyze, and escalate red flags or issues, resolving or communicating to leadership as appropriate; handle escalated issues as appropriate
Develop and implement an internal communication program that successfully engages CXC employees internally and communicates the CXC priorities to other business units
Develop a prioritized list of optimization opportunities for members and CXC employees (including member sentiment enhancement and employee satisfaction); actively leverage internal and organizational resources to escalate, solve-for, and execute
Act as a subject matter expert in collaborating with other Program Managers across the enterprise to create alignment and consistency in communication and processes
Actively participate in and/or lead projects and initiatives; support/coordinate user testing as required; present recommendations to leadership as appropriate
Drive CXC functions including quality assurance, training and workforce management, as required
Lead in the creation of business cases, plans, strategies and project justifications, and present to leadership as required
Lead in the fostering of vendor relationships, including actively leading vendor calls
Mentor Program Managers on a day to day basis
Experience and Education Requirement:
Minimum Education: Bachelor's degree is preferred
Minimum 5 years' experience in program, systems or project management, preferably in the financial services industry
Ability to articulate complex concepts while tailoring the message to different audiences including senior leadership, technical, and member support teams
Ability to deliver effective stakeholder presentations to both peer and executive level audiences
Ability to create and deliver a business plan and strategy
Ability to foster strong internal and external business relationships
Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
Highly organized with proven expertise in prioritizing and managing multiple projects simultaneously to meet deadlines without sacrificing quality
Strong analytical and problem solving skills; ability to resolve complex issues with minimal direction
Advanced knowledge of Microsoft Office Suite; including Microsoft Project and Visio
Certification/License : PMP, Six Sigma Certification or scrum certifications are strongly preferred
Location : Rocklin Corporate Office, Rocklin, CA 95677 (HYBRID) Target Compensation in Rocklin, CA: $99,000 to $109,000 annually annual bonus Benefits options include:
Traditional medical, dental, and vision coverage
401K matching up to 5% per pay period
Flexible Time Off
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)
What makes First Tech different? Click here to learn more! First Tech is not currently offering Visa sponsorship for this position