- Manage complex 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)
- Manages day to day operations with outsourced call center, responsibilities include:
- Daily Transfer Rate
- Service Levels (70% in 30 Seconds)
- Quality Assurance/Call Monitoring
- First Tech XMC Impacts (First Contact Resolution, Digital to Phone and Member Sentiment
- Access Management & Compliance Courses
- Improvement Roadmap & Yearly Site Audits (1-2 times annually)
- Identify, analyze, and escalate red flags or issues, resolving or communicating to leadership as appropriate; handle escalated issues 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
- Act as a subject matter expert in collaborating with other Program Managers across the enterprise to create alignment and consistency in communication and processes
- Actively participate in and/or lead projects and initiatives; support/coordinate user testing as required; present recommendations to leadership as appropriate
- Drive CXC functions including quality assurance, training and workforce management, as required
- Lead in the creation of business cases, plans, strategies and project justifications, and present to leadership as required
- Lead in the fostering of vendor relationships, including actively leading vendor calls
- Mentor Program Managers on a day to day basis
- Minimum Education: Bachelor's degree is preferred
- Minimum 5 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
- Advanced knowledge of Microsoft Office Suite; including Microsoft Project and Visio
- Certification/License: PMP, Six Sigma Certification or scrum certifications are strongly preferred
- Traditional medical, dental, and vision coverage
- 401K matching up to 5% per pay period
- Flexible Time Off
- 11 paid federal holidays
- Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)
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Program Manager Sr, Contact - Rocklin, United States - First Tech Federal Credit Union
Description
Description
The Senior Program Manager, Contact represents the CXC channel across enterprise functions and activities and ensures channel readiness, improving the routines related to process, products, projects, initiatives, and communication. Primary Responsibilities:
Program Manager Sr, Contact professionals in Rocklin
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GraceNoel Goodrich
Substitute Teacher and Graduate Student