This position will report in either Glendale or San Diego, CA, and will oversee Call Center operations in both locations.
The VP, Contact Center is a pivotal role across CCU and will help formulate and drive the strategy for delivering an outstanding and personalized level of service to its members at every step of the journey. The VP, Contact Center will set the strategic direction and drive the digital transformation of the Contact Center, establishing the contact center channel as a strategic asset for the Credit Union.
Range of Number of Employees Supervised: 40+
Secondary Accountabilities (10%)
Position Requirement and Qualifications
Abilities: Excellent abilities in staff management, communication, analysis, judgment, problem-solving, decision-making, initiative, time management, planning, customer service, creativity, organization, and process management.
Knowledge, Education, Certifications, Licenses: Extensive knowledge with
managing a call center in a comparable organization, including customer service, phone system applications, member account transactions, member consumer lending requests and inquiries, and financial products and services. A degree in Finance, Business or related field preferred.
Experience: Minimum seven years of progressively responsible work experience in managing a call center in order to gain the necessary knowledge, skills and experience to handle all aspects of the position or equivalent required.
Working Conditions and Physical Demands: Work is performed in a general office
environment with some outdoor supervision of staff. This position does not require significant physical efforts but requires some walking and standing (about 33% of the time). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Refer to the Safety & Health Policy found in California Credit Union’s Employee Handbook & Resource Guide.
Equal Opportunity Employer