AVP, Member Service Ctr
Space Coast Credit Union
Miramar, FL
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See who Space Coast Credit Union has hired for this role
Principal Duties And Responsibilities
$124,158.72 - $134,505.28
Education And Training
Four-year college or university bachelor's degree or equivalent experience is required. Degree major in finance, business administration or accounting is preferred.
Prior Experience
5-8 years of similar or related experience is required. Credit Union or banking experience is preferred.
- Accountable for developing and sustaining a culture of service excellence including service delivery measurements and a focus on continuous improvement. Evaluate the delivery of customer service and sales in contact center environment and implement best practices. Continuously review and implement strategies to improve operational efficiencies.
- Directs operations for all Member Service Center service delivery methods including phone and messaging systems. Leads design, implementation, and continuous improvements of systems for call and contact routing. Serve as the business owner for contact center technologies. Partner with IT and others to implement technology.
- Meets and exceeds strategic goals and key contact center metrics such as service level, average speed of answer, abandoned rate, cost of labor, overtime, etc. Communicates and ensures accountability and performance expected.
- Maximize utilization of resources in the Member Service Center and leads scheduling and real-time utilization of resources across department lines. Uses knowledge of scheduling and workforce management tools and techniques to ensure efficiency and performance measures are met. Analyzes and recommends staffing needs for the department.
- Identifies potential problems, troubleshoots, and escalates issues as appropriate. Keeps leadership promptly informed of problems or matters of significance. Takes prompt corrective action, escalates where necessary, and suggests alternative courses of action to reduce impacts to members.
- Executes contingency plans as needed; escalates and directs activities during systems failures, outages, disasters, etc. Participates in disaster preparation planning, post-incident analysis, and provides input for future improvements.
- Mentor, coach, train and counsel department leadership to ensure best practices, professional growth, and accountability for achievement of goals. Disseminates SCCU policies, procedures, and announcements to call center staff in a timely manner and conducts regular and recurring meetings with team members.
- Creates and maintains a favorable working environment in alignment with SCCU culture. Foster a department environment with good Team Member morale, productivity, and efficiency/effectiveness.
- Prepares executive summary of call center performance reports by collecting and analyzing data and trends.
- Prepares annual department budget and leads efforts to control costs and recurring expenses.
- Manages work through supervisors and/or direct reports. Job duties include the full range of human resource management activities for all direct reports, including recruitment, coaching, Team Member development and goal setting, and assessing performance in a timely manner. Ensures that human resource-related decisions are compatible with SCCU’s policies, practices and direction.
- Develop in-depth knowledge of all operations with a particular focus on the Member Service Center process. Ensures that the contact centers follow regulatory, operational, and security procedures and implements appropriate controls over all activities
- Performs the duties of the Contact Center Manager or Assistant Manager during position vacancies and extended absences.
- Evaluate and implement call center technologies that enhance efficiency, such as AI, automation, and advanced analytics tools.
- Stay abreast of industry trends and emerging technologies to maintain a competitive edge.
- Drive innovation in call center operations to improve customer service and operational efficiency.
- Collaborate with senior leadership to develop and execute the call center’s strategic vision and goals
- Ensure that customer interactions are handled professionally and efficiently, meeting or exceeding service level agreements (SLAs)
- Manage vendor relationships.
- Works with internal leadership from other departments to ensure member impacting updates and changes are executed smoothly
$124,158.72 - $134,505.28
Education And Training
Four-year college or university bachelor's degree or equivalent experience is required. Degree major in finance, business administration or accounting is preferred.
Prior Experience
5-8 years of similar or related experience is required. Credit Union or banking experience is preferred.
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Seniority level
Executive -
Employment type
Full-time -
Job function
Business Development and Sales -
Industries
Banking
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