Digital Experience Center Manager 1 or 2 (Call Center)

Description

Department: Digital Experience Center (DEC)

Exempt, Range 13 $85,472 - $128,176

Reports to: VP Digital Experience

Location: Mirabeau

SUMMARY:

With the goal of enhancing lives, fulfilling dreams, and building communities this position is responsible for the planning, participating in projects and initiatives, and leading and managing the day-to-day operations, of the Digital Experience Center operations team with the goal to provide unparalleled member experience by maximizing the potential of their team through coaching, training, and leadership. Responsible for meeting or exceeding department service quality, and department and organizational KPIs and metrics. Proactively recommends and implements member and business solutions for continued success in a rapidly changing environment as part of projects, initiatives, or day-to-day operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Contributes to the organization's mission statement and goals by managing a team that provides internal and external support across various member channels (phone, chat, video).
• Partners across the organization to ensure applicable recommendations and/or referrals to business partner specialists to aid in members achieving their financial goals.
• Is committed to developing and executing team and individual development and the member experience. Ensures team members meet all individual and department performance metrics through training, coaching, and developing.
• Ability to inspire, coach, train, and develop employees to consistently provide exceptional member service that drives results.
• Remains current of industry Contact Center technology and leverage for potential improvements to the processes that improve user productivity and enhance the credit union’s ability to deliver products and services to members.
• Actively participates in planning, goal setting, and budget process. Effectively manages a department budget.
• Strong understanding of Digital Experience Center operating procedures, processes, and systems. quality service delivery. Ensures accurate and appropriate tracking, monitoring, and analyzing of data to drive department and organizational goal attainment.
• Demonstrates the ability to handle all member feedback including complex and escalated issues timely and appropriately.
• Has a thorough understanding and knowledge of credit union products and services including all systems needed to accurately access, discuss, and quickly and accurately respond to member scenarios.
• Participates in community events and projects that support awareness and education of Digital Experience while building relationships with civic and community leaders.
• Participates in organizational projects and initiatives. Responsible for effective department change management, adoption and roll out of new products, services, and processes, including digital channels.
• Responsible for department operational safety and soundness. Possess excellent problem-solving and decision-making skills. Able to exercise sound judgment and critical thinking in identifying issues and resolving problems in a timely manner.
• Maintains knowledge and adheres to all BSA regulations and compliance standards on internal and external policies.
• Effectively incorporates concepts of CARES Principles in daily behaviors and interactions:
• Connect – Create a welcoming, energized, and warm environment
• Ask – Discover and confirm others’ needs to ensure they feel understood and known
• Resolve – Take personal and full responsibility for meeting others’ needs
• Elevate – Commit to long-term personal and organizational growth and improvement
• Strengthen – Invest in our Numerica community and beyond.

SUPERVISORY RESPONSIBILITIES:

Supervises contact center operations team. Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy, and respect, and making a personal effort to make members feel they belong and are important to the credit union.

PERFORMANCE STANDARDS:

Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy, and respect, and making a personal effort to make members feel they belong and are important to the credit union.

EDUCATION and/or EXPERIENCE:

Minimum Qualifications:

• High school diploma or general education degree (GED); plus six years banking/credit union/financial institution experience or related experience.
• Two years leadership experience.
• Proven success in developing a professional sales/service team through recruiting, training, developing, retaining highly skilled professionals.
• Bachelor’s degree preferred.

PREFERRED QUALIFICATIONS:

• Experience in people management, including leading large teams (10 - 20 direct reports) within a call center environment
• Demonstrated ability to design, implement, and scale new processes from concept to execution

CERTIFICATES, LICENSES, REGISTRATIONS:

None

SKILLS and ABILITIES:

Excellent oral and written communication skills and ability to interact effectively with organization leaders, members, and the community. Ability to read, analyze and interpret legal documents, technical procedures, and government regulations. Ability to write clear, professional business correspondence and reports. Ability to present information clearly and respond to questions from the team, members, and the public. Bi-lingual skills a plus.

Able to present ideas clearly using respectful language, tone, and body language. The ability to motivate or influence others is a material part of this job, requiring diplomacy and trust. Dependable and flexible with strong organization and time management skills is a must.

Strong interpersonal skills that build, develop, implement, and maintain relationships while developing strategic and tactical plans that improve processes and meet or exceed organizational goals and objectives.

Able to operate business computers and learn credit union operating systems. Ability to lift up to 25lbs. Exposure to fast-paced, deadline-oriented environment. Must be able to sit or stand for extended periods of time.

Disclaimer: The job description does not imply an employment contract, nor is it intended to include every duty, task or instruction for which the employee is responsible. Other tasks may be assigned, based on business need and at Management’s request.

Department: Digital Experience Center (DEC)

Exempt, Range 14 $98,051 - $147,087

Report to: VP Digital Experience

Location: Mirabeau

SUMMARY:

With the goal of enhancing lives, fulfilling dreams, and building communities this position is responsible for the planning, participating in projects and initiatives, and leading and managing the day-to-day operations, of the Digital Experience Center operations team with the goal to provide unparalleled member experience by maximizing the potential of their team through coaching, training, and leadership. Responsible for meeting or exceeding department service quality, and department and organizational KPIs and metrics. Proactively recommends and implements member and business solutions for continued success in a rapidly changing environment as part of projects, initiatives, or day-to-day operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Contributes to the organization's mission statement and goals by managing an operations team that provides internal and external support across various member channels (phone, chat, video).
• Proven ability to develop and execute successful team and employee development. Responsible for department performance metrics. Manages and leads an operational team through hiring, training, coaching, and development.
• Partner across the organization to ensure applicable recommendations and/or referrals to business partner specialists to aid members in achieving their financial goals.
• Demonstrated ability to assist plan, set goals, and the budget process. Effectively manages a department budget
• Participates in organizational projects and initiatives. Responsible for effective department change management, adoption and roll out of new products, services, and processes, including digital channels.
• Strong interpersonal skills that build, develop, implement, and maintain relationships while developing strategic and tactical plans that improve processes and meet or exceed organizational goals and objectives. This includes supporting vendors and systems to develop, test, evaluate, and install enhancements and releases.
• Demonstrated ability to inspire, coach, train, and develop employees to consistently provide exceptional member service that drive results.
• Demonstrates the ability to handle complex and escalated member issues. Proactively and successfully manages member feedback in a timely manner.
• Demonstrates ability to monitor Digital Experience Center’s operating procedures, processes, and systems to improve productivity, response time, and delivery of quality member service. Responsible for creating and managing department metrics including the tracking and analyzing of data to drive department and organizational metric and goal attainment.
• Facilitates execution of strategies and processes to enhance member and employee experience.
• Proven understanding and knowledge of credit union products and services including all systems needed to accurately access, discuss, and quickly and accurately respond to member scenarios.
• Participates in community events and projects that support awareness and education of Digital Experience while building relationships with civic and community leaders.
• Responsible for department operational safety and soundness. Possess excellent problem-solving and decision-making skills. Able to exercise sound judgment and critical thinking in identifying issues and resolving problems in a timely manner.
• Maintains knowledge and adheres to all BSA regulations and compliance standards on internal and external policies.
• Effectively incorporates concepts of CARES Principles in daily behaviors and interactions:
• Connect – Create a welcoming, energized, and warm environment
• Ask – Discover and confirm others’ needs to ensure they feel understood and known
• Resolve – Take personal and full responsibility for meeting others’ needs
• Elevate – Commit to long-term personal and organizational growth and improvement
• Strengthen – Invest in our Numerica community and beyond.

SUPERVISORY RESPONSIBILITIES:

Supervises contact center operations team. Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy, and respect, and making a personal effort to make members feel they belong and are important to the credit union.

PERFORMANCE STANDARDS:

Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy, and respect, and making a personal effort to make members feel they belong and are important to the credit union.

EDUCATION and/or EXPERIENCE: Minimum Qualifications:

• High school diploma or general education degree (GED); plus eight years banking/credit union/financial institution experience or related experience.
• Six years leadership experience.
• Proven success in developing a professional sales/service team through recruiting, training, developing, retaining highly skilled professionals.
• Bachelor’s degree preferred.

PREFERRED QUALIFICATIONS:

• Experience in people management, including leading large teams (10 - 20 direct reports) within a call center environment
• Demonstrated ability to design, implement, and scale new processes from concept to execution

CERTIFICATES, LICENSES, REGISTRATIONS:

None

LANGUAGE SKILLS:

Excellent communication skills and ability to interact effectively with organization leaders, members, and the community. Ability to read, analyze and interpret legal documents, technical procedures, and government regulations. Ability to write clear, professional business correspondence and reports. An ability to present information clearly and respond to questions from the team, members, and the public. Bi-lingual skills a plus.

SKILLS and ABILITIES:

Excellent oral and written communication skills and ability to interact effectively with organization leaders, members, and the community. Ability to read, analyze and interpret legal documents, technical procedures, and government regulations. Ability to write clear, professional business correspondence and reports. Ability to present information clearly and respond to questions from the team, members, and the public. Bi-lingual skills a plus.

Able to present ideas clearly using respectful language, tone, and body language. The ability to motivate or influence others is a material part of this job, requiring diplomacy and trust. Dependable and flexible with strong organization and time management skills is a must.

Strong interpersonal skills that build, develop, implement, and maintain relationships while developing strategic and tactical plans that improve processes and meet or exceed organizational goals and objectives.

Able to operate business computers and learn credit union operating systems. Ability to lift up to 25lbs. Exposure to fast-paced, deadline-oriented environment. Must be able to sit or stand for extended periods of time.

Disclaimer: The job description does not imply an employment contract, nor is it intended to include every duty, task or instruction for which the employee is responsible. Other tasks may be assigned, based on business need and at Management’s request.

Numerica Credit Union Benefits and Perks -

https://www-files.numericacu.com/production/documents/careers-employee-benefits-numerica.pdf

Requirements

Numerica Credit Union is an Equal Opportunity/Affirmative Action Employer

Numerica Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation for purposes of participating in the application/hiring process with Numerica Credit Union. If you are unable or limited in your ability to use or access Numerica Credit Union’s career page at www.numericacu.com as a result of your disability, you can request reasonable accommodations by calling (509) 385-1660.