Call Center Representative for handling inbound customer calls from shareholders and financial professionals. Supporting clients in processing significant financial decisions and providing real - time information solutions.
NU
Hybrid Manager, Contact Center Channel Management
Posted 1 hour ago
About the role
- Manager overseeing performance initiatives for CCO Program & Channel Management at Navy Federal. Collaborating with Digital Channels to enhance communication strategies and member experiences.
Responsibilities
- To plan, develop, direct and implement the strategic initiatives of the CCO Program & Channel Management branch and is answerable for the performance and results.
- Oversee performance, effectiveness, and efficiency of the various programs and channels, executes business plans, and is accountable for the performance & results.
- Provide leadership and direction by collaborating with Digital Channels to build requirements, opportunities, & roadmaps for CCO communication channels.
- Handle and direct CCO contractual relationships with CCO Vendors and serve as liaison to ISD and Digital channels to resolve technical and operational problems.
- Manage and administrate CCO internal programs such as Employee voice and Gamification programs.
- Lead governance across departments to ensure communications and member experiences across channels are consistent to strengthen business operations in a legally compliant manner.
- Develop and implement call routing methodologies to meet operational objectives.
Requirements
- Significant experience project leadership and execution, including initiatives with technology, processes, cross-functional teams and external partner team
- Advanced knowledge of web technology and digital communication methods and platforms
- Significant experience with digital channel technologies and how to leverage them to meet business goals
- Advanced knowledge Navy Federal products, services, programs, policies and procedures
- Advanced knowledge of the development of delivery channels (online, chat, text, calls center, etc.)
- Extensive ability to think strategically and create digital vision while working tactically
- Significant ability to work under pressure and within tight deadlines on several initiatives simultaneously
- Advanced knowledge and experience with workflow and program development; systems analysis and design; systems testing environments; and development of requirements documents, procedures and implementation plans
- Significant experience performing investigative, technical, or associated systems analysis and development work which demonstrates the ability to use and interpret regulations, specifications, instructions, procedures and policies
- Advanced knowledge on how to develop and implement programs in a leadership role; leading large projects/initiatives which have business risk and impact
- Advanced analytical and problem solving skills
- Advanced sound time management skills, ensuring that work is produced to agreed deadlines and high standard
- Advanced interpersonal and communication skills with the ability to influence, persuade and build consensus; skill interacting with staff, management, vendors and members diplomatically and tactfully
- Bachelor's degree in a related field, or the equivalent combination of education, training, and experience
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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