Associate Vice President, Contact Center

• Lead and construct strategic plan for contact center to ensure long term success.
• Cultivate effective sales and service strategies/tactics which drive results while creating positive member experiences and deepened relationships.
• Monitor performance of service operations; coach and mentor as appropriate to ensure development as well as achievement of goals and objectives.
• Communicate/disseminate Credit Union strategy, scorecard, strategic objective, and projects.
• Monitor member satisfaction/member feedback to ensure any gaps are addressed.
• Effective development, management and utilization of the Contact Center that supports creating a dynamic team and environment cascading to adheres to Lake Trust’s Core Values and brand, provides high levels of sales and service and brings value to the member.
• Lead relationship building program through the Contact Center team to ensure deeper member relationships and enhanced skills.
• Lead strategic plan and performance of Personal Teller Machine team and execution of plan of future plan.
• Collaborate across organizational teams to ensure member needs are met and to engage with cross-functional teams/projects/initiatives.
• Effective management and development of human resources including assuring adequate staffing, effective coaching and support, effective training programs and timely review of department performance. Assure career development plans are established for employees and resources are allocated to support employee achievement and satisfaction.
• Establish the overall direction for the Contact Center and develop and implement a strategic plan to support the direction. Oversee the development and implementation, through Contact Center management, of plans and goals that support the strategic direction of the Credit Union. Measure performance of plans and adjust as necessary.
• Development, implementation and maintenance of a business continuity/disaster recovery plan for the Contact Center operations.
• Help represent the credit union at community activities. Ensure branch operations within region operate with efficient policies and procedures as well as comply with internal control standards and audit/regulatory requirements.
• Resolve escalated member issues.
• Participate in the selection process for new Contact center team members.
• Keep knowledge at an expert level on industry trends.
• Collaborate on special projects and assignments.
• Perform other duties as assigned.

What You’ll Bring

• Bachelor’s degree required.
• Ten (10) years of experience working in a high volume contact center environment is required.
• Seven (7) years progressively more responsible management experience in a high volume contact center environment is required.
• Prior experience managing Call Center operations and experience with call management systems and related statistical data preferred.
• Ability to work with a high degree of independence and confidentiality.
• Knowledge of Credit Union policies, regulatory compliance policies, employee policies and any other policies and procedures that effect the operations of the Credit Union.
• High level of presentation skills.
• High level of interpersonal skills.
• High level of analytical skills.
• Effective decision making.
• Detailed knowledge of the immediate and long term goals, objectives and direction of the Credit Union.
• Ability to communicate and interact effectively with all levels of the organization.
• Ability to analyze processes, enact change and think operationally and strategically to achieve business results.
• Proficient with Microsoft Office, specifically Word, Excel and Power Point.

• Working with an energetic team focused on making our members wildly successful
• An opportunity to work with others that have your back every step of the way
• Opportunities to make a difference both inside and outside of our walls
• Being treated like you are more than the work you do