Overview
To direct the strategic direction and execution of the Contact Center operations which include management and leadership of processes for the continuous improvement of the member experience. Contribute to the development of the organization's business strategy, centering delivering consistent high-quality member service and retention. Oversee and manage functions of several teams in a complex, multi-location 24/7 contact center operation providing direct member service through various media. Ensure consistency across branch and across site on attendance, PARs, KPIs, disciplinary actions, dollar losses. Act as liaison to CCO Support managers and serves as a branch SME responsible for decision-making, communication and coordination of change management efforts. Ensure member experience initiatives are consistently applied and align with corporate objectives. Support Contact Center Operations senior management in developing and executing strategic plans and operational priorities in alignment with executive direction that has been set.
Responsibilities
Oversee branch strategy, establish priorities and set goals; evaluate and implement standards and ensure alignment with department/organizational objectives
Directing and coaching managers to ensure high quality performance
Ensure performance and service levels are met and leverages Workforce Management expertise to optimize staffing plans and schedules to include space and staffing needs
Lead and inspire the team in developing and documenting best practices in the performance of duties and responsibilities
Evaluate, analyze and adjust branch work quality, staff performance, systems, processes and procedures to meet goals
Manage and direct operations and ensure targets, service level agreements and corporate objectives are met
Accountable and responsible for ensuring branch practices comply with all applicable rules and regulations.
Implement best practices and follow procedures in a consistent manner across multiple locations
Drive continuous process improvement initiatives to increase member experience quality; reduce losses; minimize financial risk and maintain high operational efficiency
Accountable for leading of people and processes with tactical emphasis on member experience, quality management, workforce planning, training and development and performance management
Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
Conduct benchmarking, trend analysis and other input to drive continuous improvement and elevate service performance
Oversee metrics to include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance
Ensure business unit awareness of Navy Federal products, services, marketing promotions, policies and procedures
Act as a change agent to enable, empower and inspire teams to collaboratively create solutions to drive NFCU growth
Collaborate with other business units to analyze and improve processing procedures and resolve problems
Provide overall leadership to large strategic projects or programs
Develop and implement change management solutions
Perform supervisory/managerial responsibilities:
Set direction to ensure goals and objectives align with corporate and division strategy
Select management and other key personnel; oversee talent development/succession planning
Collaborate with leadership/executive colleagues to develop/execute corporate initiatives and/or department strategy
Oversee the preparation and execution of department/division AFP
Manage merit pay in accordance with specified objectives and guidelines
Perform other duties as assigned
Qualifications
Significant experience with member/customer service operations to include understanding of effective member/customer service philosophy
Significant experience in leading, directing and controlling a large, high volume contact center
Expert knowledge of contact center industry procedures, policies, practices and automated systems
Expert knowledge of banking/financial industry trends, products and services
Significant mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
Expert leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and contact center opportunities
Expert skill developing and implementing programs in a leadership role
Expert skill in producing desired results and achieving goals and objectives
Expert analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
Expert database and presentation skills
Expert word processing and spreadsheet software skills
Expert organizational, planning, and time management skills
Expert skill interacting with staff, management, vendors and members diplomatically and tactfully
Expert skill using innovative thinking to solve problems and facilitate the decision-making process
Expert verbal and written communication skills
Expert skill in producing desired results and achieving goals and objectives
Bachelor's Degree in Business, Finance, related field, or the equivalent combination of training, education, and experience
Desired Qualifications
Advanced degree in Business, Finance or related field
Experience leading large projects/initiatives which have business risk and impact
Expert knowledge of Navy Federal Contact Center procedures, policies and practices
Advanced knowledge of applicable NCUA and federal regulations governing consumer lending and/or credit cards, mortgage and equity loans, savings and checking accounts
Hours: Monday - Friday, 8:00AM - 4:30PM (occasional weekend rotation and evenings)
Location: 5510 Heritage Oaks Drive, Pensacola, FL 32526
About Us
You have goals, dreams, hobbies, and things you're passionate about-what's important to you is important to us. We're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them-friends, family, and passions. And we're looking for team members who are passionate about our mission-making a difference in military members' and their families' lives. Together, we can make it happen. Don't take our word for it:
- Military Times 2022 Best for Vets Employers
- WayUp Top 100 Internship Programs
- ForbesR 2022 The Best Employers for New Grads
- Fortune Best Workplaces for Women
- Fortune 100 Best Companies to Work ForR
- ComputerworldR Best Places to Work in IT
- Ripplematch Campus Forward Award - Excellence in Early Career Hiring
- Fortune Best Place to Work for Financial and Insurance Services
Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
REQNUMBER: 16801
