Call Center Representative

• Assume responsibility/accountability for the leadership, direction, and management of Contact Center Operations, related Account Services, Fraud & Digital Services, and CCO Learning Labs branches
• Provide recommendations to the SVP Contact Center Operations and Support regarding Contact Center operations, and related business improvement strategies
• Establish and implement short and long-term divisional strategy and goals, objectives, policies, and operating procedures; monitor and evaluate program effectiveness and implement changes as needed
• Determine and review gaps in divisional performance, establish relevant performance metrics, and ensure appropriate improvements are initiated and managed
• Adopt and implement strategies to better serve our members through digital transformation (e.g., data and analytics, change management, AI, machine learning, etc.)
• Identify and assist with the development of Contact Center long and short-term plans and strategies
• Create an efficiency culture to drive toward the goal of optimizing staff resources within the branches
• Provide positive leadership to the branches through teaching, training, employee engagement, succession planning, mentorship programs, and retention strategies
• Serve as liaison to external and internal key decision makers to improve branch performance
• Review branch effectiveness of operational processes, analyze trends, and report on opportunities for improved efficiencies, technologies, and expansion of company growth
• Establish credibility throughout Navy Federal, and with executive peers, as an effective spokesman for his/her/their area of responsibility, and developer of financial solutions for business challenges
• Drive organizational change and learning by embracing new, flexible, and agile approaches to improve business performance and efficiency
• Establish a closed loop feedback mechanism to identify process and training gaps from frontline team member performance trends to drive quality improvements
• Increase accuracy of operational forecast planning to maximize attainment of SL's through staffing, policies, technology and lessons learned
• Advocate for rigorous process improvement actions to reduce call volume
• Perform supervisory and managerial responsibilities
• Perform other duties as assigned

Vice President, Contact Center Operations

Senior Training and Performance Excellence Manager – Contact Center