We are announcing a fantastic opportunity – senior vice president of the call center for one of the strongest credit unions in the United States.
Many organizations focus on achieving a somewhat arbitrary growth number that was made up by the board or CEO. Growth to get bigger was never a focus of Police and Fire Federal Credit Union (PFFCU). They are indifferent as to whether they grow 6% or 8% or 10%. They are passionate about being great at the things that matter to the business and the members. Every day you and your managers come to work, focus your energy and effort on making PFFCU great in the critical success factors that drive the business.
Are you the perfect candidate? The SVP position will be responsible for 160+ staff who answer 2+ million member calls, emails, and chats per year with a delay before answering of 15 seconds.
Deliver superior member service as measured by daily member surveys and other qualitative measures. Ensure PFFCU’s actions are consistent with PFFCU’s brand strategy of Service, Value, Convenience, and Trust. Manage day-to-day operations of 160+ person staff that answers 170,000+ monthly inbound calls with an average delay before answering of 15 seconds. Provide sales management and training to staff and supervisors to help PFFCU achieve its 5% to 10% loan growth goal. Direct the daily operations and sales activity of the Call Center. The Call Center is located in two buildings as well as work from home staff. Quickly identify and act upon call trends that impact member service, especially interruptions in telephone or data service. Properly manage the distribution of information to all appropriate parties, including Call Center staff, Supervisors, Information Services, and the PFFCU Management Team. Ability and willingness to speak with members to resolve any member service issues or problems. Effectively manage $9 million budget for call center.
Successful candidates will have the management and organizational skills required to lead PFFCU’s call center staff to deliver superior sales and member service results, and manage a number of business plan projects. 15 years of CU or Bank call center management experience with at least five years of management responsibility and a solid understanding of Workforce Management in a credit union or banking industries is a must.