Position Summary:

The position of VP, Call Center is established to provide leadership and administrative direction to all Call Center business units.Responsible for tactical execution of sales and service objectives and identifying process improvement opportunities that will enable the credit union to operate more efficiently with enhanced capabilities to deliver exceptional member service experience. Maintain quality service standards set by the organization.

Essential Duties and Responsibilities

• Responsible for good member relations; assure problems/complaints by members are resolved quickly and accurately; authorize exceptions to policy or procedures when circumstances warrant and deviation is justified. Ensure corporate service standards are maintained.
• Lead, motivate, coach, train and evaluate performance of all personnel; conduct staff meetings and ensure staff is updated on changes in policy and procedures as well as conducting regular sales and service meetings with staff. Will assist in the selection, promotion and counseling of assistant managers, supervisors and staff within areas of responsibility.
• Promote a positive, dynamic sales and service culture; Reinforce collaboration and interdependence across departments. Create a positive work environment conducive to trust and transparency.Promote corporate culture, integrity, and corporate initiatives.
• Responsible for ongoing sales and service training and coaching of staff as well as overall sales and service performance.
• Ensure the timely completion of daily, weekly and monthly reports, including first line of defense reporting and auditing as assigned.
• Responsible for setting individual and department sales as well as service goals in accordance with the credit union’s strategic goals, and for ongoing training and coaching of staff and overall sales and service performance.
• Ensure the safety and soundness of operations; ensure that operational policies and procedures are followed and that prudent judgment is utilized at all times to safeguard the credit union's assets and employees.
• Oversight of overall telephone communications within the Automatic Call Distributor (ACD) groups; to include analyzing and evaluating management reports.
• Management of the credit union phone tree and identify areas of improvement and implement approved changes with coordination of the marketing department.
• Analyze, manage and implement workforce management efficiencies, while utilizing dashboards and other relevant metric reports; evaluate trending and overall service performance.
• Implement improvements and enhancements to procedures, applications or workflow within the department. Work directly with EVP or collaboratively with appropriate department(s) to ensure corporate strategies are in line with business needs.
• Principally responsible for ensuring that operational policies and procedures are being administered and that prudent judgment and proper authentication is being applied coupled with the needs of the members and to safeguard the credit union’s assets and employees.
• Work with marketing and digital channels management to enhance artificial intelligence resources (chat bot) to ensure self-service channels are a useful and go-to tool for members and potential members.
• Responsible for the daily balance of the department balancing, general ledger accounts and department reports/accounts for accuracy and audit conformity. Principally responsible for ensuring that operational policies and procedures are being implemented and followed and that prudent judgment and proper authentication is being utilized coupled with the needs of the members.
• Responsible for monitoring all aspects of real estate and consumer lending call centers, including state and federal regulations as applicable. Escalate identified issues as appropriate.
• Prepare department's annual budget and control expenses.
• Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.
• Proactively identify operational efficiencies and driving innovative technology solutions to include detailed productivity analysis, capacity and workforce management planning, utilizing and trending of relevant key performance indicators (KPIs) and service level agreements (SLAs) to make appropriate business decisions in-line with corporate and strategic initiatives.
• Provide managerial oversight of the activities for areas of responsibility, including assigned staff and functional deliverables of the team.
• Demonstrate leadership in words and actions on a daily basis; act as role model for success and engagement. Create a positive work environment conducive to trust and transparency.
• Responsible for the performance management of staff, to include daily feedback, coaching and mentoring; administration of appraisals that are timely and meaningful. Identify and address deficiencies constructively. Continually support, encourage and motivate team members toward ongoing growth and development.
• Consult with Human Resources (HR) on issues outside of the normal scope of performance or behavior. Report all issues of safety or legal consequence immediately and surface undesirable patterns as they are discovered. Partner with HR on all employment decisions, and refer requests for changes in terms or scheduling to the HR department.
• Monitor approved schedules, review and approve timesheets of staff, and ensure all expenses are reported as per company policy. Schedule and provide staff the opportunity for meal and rest breaks, while ensuring operational coverage is maintained.

Other Duties and Responsibilities

·Perform other duties as assigned.

Physical Demands and Work Environment

While performing the duties of this position, the employee is regularly required to sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear.The employee is occasionally required to walk.

The employee must occasionally lift and/or move up to 10 pounds.Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Minimum Qualifications (Education, Experience, Skills)

• Bachelor’s degree or equivalent work experience in the financial services industry.
• Minimum three years of professional experience in a call center environment, with a minimum of seven years successful management experience; or equivalent operational management of a business that is clearly demonstrated by the highest level of efficiency.
• Demonstrated success in planning, organizing, leading and oversight of people and activities.
• Organization skills sufficient to successfully manage multiple projects, establish priorities and meet deadlines.
• Track record of applying critical thinking and emotional intelligence skills in a wide variety of situations.
• Basic understanding of PC’s, to include MS Office. Working knowledge of on-line and mobile services.
• Professional and effective interaction, verbal and written communication skills.