Centra Credit Union has an exciting opportunity for an Assistant Vice President of Contact Center in Columbus, Indiana. The Assistant Vice President (AVP) of Contact Centers oversees the leadership of the Contact Center, and ITM Service Center. This role is responsible for providing a positive Member experience through inbound delivery channels. The AVP of Contact Centers directs the delivery of production and service level results within annual budgetary requirements and maintains the Contact Centers in a safe and sound manner in compliance with policy and procedure.This position may be required to perform additional duties as requested. Reasonable accommodations may be made to enable individuals with disabilities to perform.
Spanish/English interpreters may be eligible for an interpreting differential.
Essential Functions: This position may be required to perform additional duties as requested. Reasonable accommodations may be made to enable individuals with disabilities to perform. - Responsible for overseeing the efficient and effective leadership of the Contact Center and ITM Center.
- Oversees the operations of the Contact Center through the supervision of the leadership team in the areas of performance management, Member engagement coaching, training and development, and demonstrating and cultivating Centra s Vision, Mission, Culture and Core Values
- Assesses service effectiveness and Value Creation of all departments on an ongoing basis.
- Develops and implements strategies to continually improve Value Creation and service performance.
- Responsible for reporting any issues or opportunities for improvement of vendor management and all critical technology functions that relate to the Contact Center and ITM Center to the SVP of Retail, and working on resolution.
- Ensures that the departments can demonstrate compliance with Centra s policies, procedures, and regulatory requirements.
- Oversees value creating initiatives, maximizing non-member facing time by actively delegating and participating in opportunities to create additional value. Engaging in projects across the Credit Union providing Contact Center subject matter expertise.
EDUCATION & EXPERIENCE - (EQUIVALENT COMBINATION OF EDUCATION & EXPERIENCE WILL BE CONSIDERED):- Bachelor's Degree in Related Field
- Five years to eight years of similar or related experience, including preparatory experience.
