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Contact Center Program Manager

Company: First Tech Credit Union
Location: Rocklin
Posted on: November 17, 2021

Job Description:

The Contact Center Program Manager represents the CXC channel across enterprise functions and activities and ensures channel readiness, improving the routines related to process, products, projects, initiatives, and communication. Here's what you can expect from the job and what you need to be successful: Job duties: * Manage CXC programs and support, including indirect management of SLA/SOW, partnering with other applicable business units (such as Card Services, Consumer Lending and Digital Products) * Identify, analyze, and escalate red flags or issues, resolving or communicating to leadership as appropriate * Develop and implement an internal communication program that successfully engages CXC employees internally and communicates the CXC priorities to other business units * Develop a prioritized list of optimization opportunities for members and CXC employees (including member sentiment enhancement and employee satisfaction); actively leverage internal and organizational resources to escalate, solve-for, and execute * Leverage and collaborate with other Program Managers across the enterprise to create alignment and consistency in communication and processes * Identify and coordinate appropriate resources for projects and initiatives; support/coordinate user testing as required * Assist and support CXC functions including quality assurance, training and workforce management, as required * Participate in the creation of business cases, plans, strategies and project justifications * Participate in optimizing vendor relationships, as assigned Essential skills: * Minimum 3 years' experience in program, systems or project management, preferably in the financial services industry * Ability to articulate complex concepts while tailoring the message to different audiences including senior leadership, technical, and member support teams * Ability to deliver effective stakeholder presentations to both peer and executive level audiences * Ability to create and deliver a business plan and strategy * Ability to foster strong internal and external business relationships * Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences * Highly organized with proven expertise in prioritizing and managing multiple projects simultaneously to meet deadlines without sacrificing quality * Strong analytical and problem solving skills; ability to resolve complex issues with minimal direction * Working knowledge of Microsoft Office Suite; including Microsoft Project and Visio * Minimum Education: Bachelor's degree is preferred * Certification/License: PMP, Six Sigma Certification or scrum certifications are preferred Location: Rocklin Corporate Office, 1011 Sunset Blvd Suite 210 Rocklin, CA 95765 What makes First Tech different? Click here to learn more! First Tech is not currently offering Visa sponsorship for this position

Keywords: First Tech Credit Union, Rocklin , Contact Center Program Manager, Executive , Rocklin, California

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