VP, Member Contact Center (Call Center)

Company: Patelco Credit Union
Location: Dublin
Posted on: June 26, 2022

Job Description:

About Patelco Credit Union:We're here to help people in communities throughout Northern California build financially healthy lives. We do this by being attentive and partnering with our members to understand what is financially best for them. We thrive on change, and we put people first. If you're looking to use your skills and knowledge to make a difference in the lives of others, we look forward to hearing from you.
Patelco Credit Union is a not-for-profit credit union committed to serving the financial health and wellbeing of its membership. With more than 400,000 members primarily in and around northern California, Patelco is committed to improving their members' financial well-being and fueling hope and opportunity for its members by offering personalized solutions, advice, and expertise that empower them to achieve personal financial freedom. Founded in 1936 with $500 in assets by employees of the Pacific Telephone and Telegraph Company, Patelco is in the top one percent of U.S. credit unions with more than $8 billion in assets.Overview:The Vice President, Member Contact Center is responsible for overall executive leadership and operations management of the call center functions to achieve our mission and meet organization goals and requirements. This includes excellent performance in areas of member service, process improvement, workforce optimization, digital delivery, and quality assurance.
The Vice President will work collaboratively with other executives and management to execute on the strategies and plans of the company in order to achieve excellent member service and organizational growth. Success in this role measured by the organization's ability to provide high quality services while meeting Service Level Standards, improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.Responsibilities:

• Responsible for call center (inbound and outbound) operations and for meeting or exceeding company goals and all regulatory requirements
• Lead and develop a team that reflect our core values. Forecast and manage staffing levels and associated expenses
• Develop, design, and implement strategy and tactics to continuously improve call center KPIs
• Ensure a proficient QA process and team to conduct call listening and coaching sessions with team members to improve quality and drive compliance and operational efficiency
• Manage all 3rd party service providers that perform activities for the Contact Center
• Direct the development and execution of operational business processes through use of technology and automation tools
• Function as the executive escalation point for members
• Maintain and improves contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Aggregate and presents Contact Center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintain professional and technical knowledge by tracking emerging trends in contact center operations management; attending educational workshops and trade seminars; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Ensure creation and/or maintenance of operational procedures for all departments.
• Participate in strategic initiatives; provide insights on member and team member impact of organizational initiativesQualifications:
  • 10+ years of overall Leadership experience
  • Contact Center leadership with increasing responsibility levels require
  • Bachelor's degree preferred, or 15+ years of continuous contact center leadership
  • Financial industry experience preferred
  • Experience with multi-channel service platforms that match right service channel (call, chat, email, etc.) for the best member service delivery
  • Experience with cloud based CRMs, telephone and workforce management systems, agent performance
  • Experience with annual budgeting processes for contact center
  • This position is located within the Bay Area with occasional travel to Merced contact center
  • Travel is required for meetings at our Dublin headquarters
  • This position is eligible for hybrid work arrangement
  • Ability to work flexible hours as needed (evening and weekends)We Offer:
    • An inspiring career that benefits both you and your community
    • Competitive compensation packages with bonus opportunity
    • Full Medical/Dental/Vision benefits with minimal eligibility waiting period
    • Generous 401(k) with 3% Safe Harbor and 5% employer match
    • Discounts on loan products
    • Tuition Reimbursement
    • Onsite Fitness Center at HQ and rewards for healthy habits
    • Close proximity to BART, restaurants and shopping
      Patelco Credit Union is an Equal Opportunity Employer: disability/veteran
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Keywords: Patelco Credit Union, Dublin , VP, Member Contact Center (Call Center), Executive , Dublin, California