Vice President Contact Center

Nusenda Credit Union is one of the state’s largest credit unions, with assets of over $2 billion and with over 200,000 members for locations statewide. We have been one of the Top Workplaces and Healthiest Places to Work for multiple years! Being part of our credit union means being part of our community as The Power of WE. Our mission is to perform well, so we can do good – by putting money into our member-owner’s pockets, and making a real impact in the communities we serve. Nusenda Credit Union also contributes to statewide efforts in financial capability and economic development.

We are currently seeking a Vice President (VP) of Contact Center to join the our team.

The individual will be responsible for the overall success of our Contact Center operations. They will refine and maintain efficient support models, operating practices, metrics, and feedback to ensure exceptional member experiences via channels of phone, chat, email, and video. They will serve as part of the leadership team, contributing to the development and implementation of the overall strategic plan.

Primary Duties:

• Oversees call center operations including adherence to metrics/KPIs, development of strategies to train and align staff, evaluation of member call data, ensuring efficient and effective practices in all areas of member contact.
• Provides routine reporting of operations and develops written recommendation (proposals) supporting improvement and growth focusing on repeatable and scalable strategies, accuracy and integration of systems, metrics adherence, new technology development, process improvement, and best in class experiences.
• Oversees, coordinates and assists in the daily activity of the contact center to include assignment of duties and special projects, monitoring workload and productivity, planning and prioritization, incoming requests and problem resolution.
• Leads and manages subordinates with respect to hires, training, development and evaluation of employee performance within the department in accordance to our performance management framework.
• Participates in organizational initiatives/projects as related to department.

Qualifications:

• Five to eight years of similar or related experience.
• Bachelor’s Degree in Business Administration or related field.
• Extensive knowledge and experience related to call center operations including development of multi-channel key performance indicators/metrics and accountability strategies.
• Ability to develop and implement efficient and effective programs using industry and best practice data to deliver exceptional member service.
• Strong background in technical systems supporting call centers, and process improvement efforts using formal implementation strategies (project management and formal documentation).
• Development, performance management, training, and employee counseling skills essential. Excellent organizational and attention to detail skills.
• Must possess strong analytical and problem-solving skills, with the ability to derive innovative strategies and implement them in a timely, effective manner. Ability to adapt quickly to change and proactively communicate.
• Exceptional verbal, written, and presentation skills with the ability to work with multiple levels of the organization.
• Proficient in Microsoft Office including excel and experience with various systems.

If you are looking for a rewarding career with excellent advancement potential and a great work environment, please apply to become part of the Power of WEÂŽ.