Full-Time

VP – Contact Centers

Posted on 12/7/2024

The Walt Disney Company

The Walt Disney Company

10,001+ employees

Leading producers & providers of entertainment and information

Senior, Expert

Celebration, FL, USA

Category
Supply Chain Management
Warehouse Operations
Operations & Logistics
Requirements
  • Notary, Medallion, NMLS – required
  • CUNA Certified Financial Counselor
Responsibilities
  • Oversee Contact Center Operations - Provide day-to-day oversight and leadership for the Credit Union’s inbound phone channel to ensure superior and consistent service experiences are delivered to Members.
  • Drive Membership Growth- Ensure that new Membership targets are met or exceeded through the online channel, focusing on a seamless and effective online Membership experience.
  • Increase Product and Service Volume- Lead efforts to increase volume in consumer loans, deposit products, and additional services, enhancing the Member relationship.
  • Develop and Implement Sales Initiatives- Prepare and execute action plans to achieve Contact Center sales goals while maintaining high-quality member service.
  • Supervise and Develop Contact Center Staff- Effectively supervise employees, ensuring optimal performance, managing low performers, and rewarding top performers, while completing performance reviews and development plans on time.
  • Ensure Security and Compliance- Oversee the Contact Center’s security program, ensuring staff are trained and that security measures are up to date. Maintain adherence to all regulatory and policy requirements.
  • Manage Process Improvements- Maintain expertise in operations and business process improvement, balancing strategic thinking with operational execution to enhance Contact Center performance.
  • Lead Change Management Efforts- Manage change processes by anticipating future needs, developing change strategies, and leading confidently during challenging times.
  • Maintain Department Records and Audits- Coordinate internal audits, develop action items, and ensure the accurate maintenance of department records in compliance with regulatory requirements.
  • Provides Leadership to employees Through Effective Objective Setting, Coaching, Delegation, and Communication. Ensures that employees are well-trained, effective, and optimally used. Primary driver of building and developing Playbooks for employees growth, success, and career pathing. Partner effectively with the Performance and Development Coaches for the purpose of driving key behaviors in support of retail strategies by utilizing resources such as Spot-Ons, self evals, success mapping and the use of our GAIN and ARCH Models. Will have the responsibility of coaching and developing a Member Experience Manager I as a direct report.
The Walt Disney Company

The Walt Disney Company

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Company Stage

N/A

Total Funding

N/A

Headquarters

N/A

Founded

1923

INACTIVE