AVP Contact Center

STATUS:

 

Exempt

LOCATION:  Corporate Headquarters, Olympia, WA

   

SALARY:

DOQ + excellent benefits

 

HOURS:

Core hours:  Monday – Friday, 8:30 a.m. – 5:30 p.m.  Possible Saturdays or Sundays.  Flexible hours and extended hours are required for this exempt level position to meet business needs.

CLOSING

DATE: Open Until Filled

 

POSITION SUMMARY:

The AVP plans, directs and administers the daily activities of the Contact Center including oversight of the two primary lines of business – inbound and outbound calling.  The AVP provides leadership to deliver industry accepted service, efficiency, and productivity levels in conjunction with revenue goals while understanding, analyzing and continuously improving member satisfaction levels.  The AVP will achieve strategic objectives by preparing and executing Contact Center operating plans, developing member interaction models, completing relevant system audits, and developing and monitoring quality assurance policies, procedures and response methodologies.  The AVP will have thorough knowledge of Credit Union policies, procedures, and regulatory compliance issues relating to the Contact Center operations. 

 

EDUCATION/EXPERIENCE/CERTIFICATION:  Required – B.A. or B.S. in business administration/management, or equivalent in similar work experience. Minimum three years in a Contact/Call Center or a retail branching environment with overall performance and management responsibility. Preferred – Five or more years of experience managing overall performance of a Contact/Call Center. Management of inbound and outbound contact functions.

KNOWLEDGE/SKILLS/ABILITIES:  Required – Thorough knowledge of Contact Center technology – telephone systems, workforce management systems, quality monitoring systems, IVR systems and interaction tracking/management systems. Knowledge of all state and federal regulations pertaining to deposits, lending and e-commerce operations

 

APPLICATION PROCESS:  Applications may be obtained at any WSECU Branch.  Apply on-line at www.wsecu.org.  TDD access for the deaf/hard of hearing, (800) 811-3128.  Employment applications may be mailed or faxed to:  WSECU Human Resources, 400 East Union, Olympia, WA  98501.  Fax # 360-754-2115. 

 

 

WSECU is an Equal Opportunity/Affirmative Action Employer