Overview
To direct the strategic direction and execution of the Contact Center operations which include management and leadership of processes for the continuous improvement of the member experience. Contribute to the development of the organization’s business strategy, centering delivering consistent high-quality member service and retention. Oversee and manage functions of several teams in a complex, multi-location 24/7 contact center operation providing direct member service through various media. Ensure consistency across branch and across site on attendance, PARs, KPIs, disciplinary actions, dollar losses. Act as liaison to CCO Support managers and serves as a branch SME responsible for decision-making, communication and coordination of change management efforts. Ensure member experience initiatives are consistently applied and align with corporate objectives. Support Contact Center Operations senior management in developing and executing strategic plans and operational priorities in alignment with executive direction that has been set.
Responsibilities
Qualifications
Desired Qualifications
Hours: Monday – Friday, 8:00AM – 4:30PM (occasional weekend rotation and evenings)
Location: 5510 Heritage Oaks Drive, Pensacola, FL 32526
About Us
You have goals, dreams, hobbies, and things you’re passionate about-what’s important to you is important to us. We’re looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them-friends, family, and passions. And we’re looking for team members who are passionate about our mission-making a difference in military members’ and their families’ lives. Together, we can make it happen. Don’t take our word for it:
* Military Times 2022 Best for Vets Employers
* WayUp Top 100 Internship Programs
* Forbes 2022 The Best Employers for New Grads
* Fortune Best Workplaces for Women
* Fortune 100 Best Companies to Work For
* Computerworld Best Places to Work in IT
* Ripplematch Campus Forward Award – Excellence in Early Career Hiring
* Fortune Best Place to Work for Financial and Insurance Services
Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
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