- Develops and executes the strategic vision for the Contact Center, aligning with the Credit Union's mission, vision, values and objectives.
- Initiates and drives department and enterprise-wide projects.
- Leads and develops the Contact Center Team, establishing performance metrics/KPIs, sales goals, coaching and recognition practices, and a player lead culture of excellence, innovation, employee feedback, continuous learning and employee development, and process improvement.
- Champions a member-centric approach to deliver exceptional service and strengthen member loyalty across all channels.
- Establishes and maintains a quality assurance program, leveraging speech analytics and QA data to identify trends, remove member friction points and inform training and process improvement.
- Develops and implements standard operating procedures, ensuring consistency and efficiency in service delivery.
- Oversees the Contact Center budget, ensuring cost-effective operations while maintaining high service standards.
- Leads workforce management, including planning, scheduling, resource allocation, real-time adherence and forecasting to ensure appropriate staffing, coverage, and service levels.
- Leverages technology to streamline operations, improve service delivery, mitigate risk, ensure effective system integration and data flow across Contact Center platforms.
- Manages vendor relationships, service levels and costs, negotiates contracts and agreements to ensure best value and service.
- Serves as a key point of contact for Contact Center-related matters, representing the department in meetings and strategic discussions.
- Identifies and mitigates operational risks ensuring compliance with regulatory requirements and industry standards.
Artificial IntelligenceQuality Assurance