Job Openings: AVP/Contact Center
|Location of Position:||Merrimack, NH|
|Salary:||Full Time - Exempt|
BCCU is seeking a seasoned, outgoing, and energetic professional with a proven track record of sales and service excellence to lead our Contact Center. For over 98 years, we’ve made New Hampshire our home and have provided thoughtful guidance and customized solutions to help our members. As one of the “Best Places to Work” in New Hampshire, is a community based credit union with a strong commitment to “people helping people”.
The AVP of the Contact Center is a leadership role driving Contact Center sales, department growth, technology innovation, and exceptional member experiences. They have the initiative and drive to lead sales innovation in our Contact Center channel, managing to budget expectations and interpreting metrics to improve member experience and efficiencies. They act as a project manager overseeing technology implementation within the Contact Center’s existing and future technologies. They are innovative in sales and service training for the Contact Center channel, mentoring their team members, and taking personal pride in forming strong professional partnerships with other business lines.
Essential Duties and Responsibilities
Leads the Contact Center Team to achieve established sales goals by maximizing the effectiveness of referrals, cross-selling, up-selling, and deepening relationships.
Drives growth and goal achievement of the department through sales management, coaching, training and measured through reporting and observation.
In support of BCCU business objectives, responsible for determining appropriate staffing levels and approving scheduling, utilizing all available data, to support business plan and budget objectives, including exceptional member experiences.
Responsible for the management, training and education, and performance evaluations of Contact Center Member Consultant Leads, and contributes to the periodic coaching and performance evaluations of individual Contact Center team members.
Understands and complies with all Federal, State and BSA regulations.
Associates Degree in Business or related field is desired.
Minimum of 5 years of bank or credit union management experience to include strong knowledge of credit union products, services, and regulations.
- Skilled in leading and coaching, with a strong background in retail banking and/or call center operations including policy, procedures, technology, compliance, and security.
- Demonstrated skills in leading and coaching suggestive selling techniques.
As part of the Bellwether Family, you’ll experience our commitment to your personal and professional success through our “Best Places” culture, training opportunities, competitive salary and above average benefits package.
How to Apply
If it is more convenient you may also complete and print an employment application and submit along with a copy of your resume to Credit Union Name in person or by mail to:
Bellwether Community Credit Union
425 Hooksett Road
Manchester, NH 03104
BCCU is an equal opportunity employer.