Member Contact Center Director
SkyOne is looking for an experienced and forward-looking Member Contact Center Director to join our team! This person will ensure that our Member Contact Center fully supports our strategic objectives and growth goals, and provide excellent service to our members. The Director will provide the leadership, motivation, training, and staff development necessary to enable the Member Contact Center to handle all inbound and outbound call transactions including posting account transactions, processing loan applications, managing member feedback, and building strong financial relationships with our members. The Member Contact Center Director will assist the Chief Marketing Officer with various research and development projects to continually improve the operation and success of the Member Contact Center.
Essential Functions Include:
- Ensures adequate staffing in all areas of the Member Contact Center to meet the needs of our membership.
- Ensures alignment with our Service and Sales model.
- Conducts ongoing call calibrations to monitor agent performance.
- Evaluates and analyzes trends in Contact Center member support (new technology, new means of interaction, etc.).
- Manages processes for new contact center technologies and channels.
- Oversees external service providers (such as LSI) to ensure they are delivering the right member service experience.
- Manages employees and communicates direction, organization information, and feedback.
- Evaluates employee performance, on a consistent, timely, and regular basis.
- Coordinates the daily workflow for employees in the department, ensuring the highest level of support to frontline departments.
- Ensures the Member Contact Center department achieves required service and sales goals and objectives.
- Cultivates a service and sales culture through training, coaching, and setting sales goals.
- Ensures the efficiency and productivity of staff through the monitoring of telephone statistics, sales statistics, and transaction volume, and loan production.
- Designs and implements systems, technologies, training, and processes for improving service quality and operational efficiencies.
- Implements processes to ensure consistent quality in all member interactions.
- Validates the quality of service delivery through the Net Promoter Score, Ease of Use, and other service metrics.
- Manages member feedback through all channels (including email, online, and surveys) and ensures members are responded to in a timely manner.
- Gathers member feedback data, looks for trends and recommends improvements to Executive Leadership.
- Fosters teamwork and collaboration with other departments.
- Proactively creates, reviews, and updates departmental procedures and policies for compliance, service quality, and operational efficiencies.
- Participates in management team meetings and contributes ideas, feedback, and solutions.
- Provides monthly management reporting pertaining to member/department activity.
- Coordinates, reviews, and approves all department audits.
- Creates telephone service standards and ensures compliance through call monitoring.
- Supports our branch network by providing backup staffing when required.
- Complies with BSA and OFAC regulations within area of responsibility.
Qualifications:
- Minimum of four years business degree or equivalent experience preferred.
- Minimum of three years of management experience.
- Five years experience and background in sales techniques, training and motivating.
- Effective coaching and mentoring skills.
- Telemarketing skills required.
- Excellent written and verbal communication skills.
- Excellent project management skills.
- Well-developed time management skills with the ability to manage multiple priorities.
- Ability to exercise discretion and independent judgment.
- Must have a high level of interpersonal skills to handle sensitive and confidential situations. Position requires demonstrated poise, tact, and diplomacy.
- A superior level of member service, be a positive role model for staff and demonstrate a high level of commitment to the organization.
- Proficient knowledge of Microsoft Office applications (Word, Excel, PowerPoint, and Outlook).
Why SkyOne is a great place to work
We understand that it's our employees that make us great, and we treat them as our greatest asset, with comprehensive and competitive compensation and benefits package that includes:
- Health, dental, and vision plans to take care of you and your family's healthcare needs.
- 401(k) plan to help you plan for retirement.
- Life insurance to protect your loved ones in case of the unexpected.
- An Education Reimbursement Program to help you achieve your personal development goals.
- A generous Paid Time Off (PTO) Plan because you deserve a vacation for your hard work!
- Paid holidays so you can celebrate our nation's holidays just as our members would.
- An Employee Financial Benefits Program designed to improve your financial life and prepare you to meet the needs of our members more effectively.
We have a strong corporate culture that embodies these core values:
- Performance We are member-focused and results-driven.
- Accountability We do what we say.
- Integrity We do the right thing.
- Innovation We are creative, resourceful, and collaborative.
- Respect We are one team professional and compassionate.
If you share these values and are looking for a place to build a long-term, meaningful career, we're the right place for you. Simply click on the link to apply online.
We are proud to be an Equal Opportunity Employer.