Senior Director, CXO Operations - Technology & Workforce
Description
The Senior Director, CXO Operations – Technology & Workforce reports into the Vice President, Continuous Improvement and is responsible for delivering performant, scalable, and advanced insights from our Contact Experience Center (“CXC”) technology infrastructure and workforce management (WFM) systems. In this role, the Senior Director will provide visionary thought-leadership to evolve the contact center to world-class levels, putting people first and fostering a culture of empowerment and accountability while differentiating the First Tech member experience. The role will lead cross-functionally within the CXO organization and across the enterprise to ensure the efficient handling of member contacts and interactions and an exceptional employee and member experience. The ideal candidate will possess a deep passion and understanding of contact center operations, telephony systems (current and emerging), WFM, and member service technologies.
Primary Responsibilities:
Omnichannel Technology Leadership
- Set the strategy to optimize operations, including staffing/capacity planning, scheduling, call routing and resource allocation, to ensure efficient and effective service delivery. Apply First Tech’s Digital-First mentality to keep systems relevant, simple and innovative.
- Ensure the ongoing functionality, reliability, and security of contact center systems by conducting regular maintenance, troubleshooting issues, and implementing necessary upgrades and patches.
- Lead the ongoing design, deployment, and integration of channel management technologies, such as IVR systems, NLP engines, deflection and capture practices, and Chat and Messaging platforms. Collaborate with cross-functional teams to integrate contact center systems with other organizational systems, teams and channels.
- Utilize competitive intelligence and consumer insights to implement cutting-edge technology and new ways of serving members to drive efficiency and a simplified employee experience, with a focus on Artificial Intelligence (AI) and other automation opportunities.
Efficiency Expertise
- Utilize monitoring tools and metrics to assess the performance of the CXC, identify areas for improvement, and implement enhancements to maximize efficiency and member service quality. Establish and monitor key performance indicators (KPIs) in real-time, service level agreements (SLAs) and budget to meet or exceed organizational goals. Improve cost to serve to levels at or below industry benchmarking.
- In partnership with operations leaders, guide and coach operations managers on effective efficiency management practices and translating insights into action.
- Drive the CXO Workforce Management strategy and operational execution. Partner with other teams across First Tech to implement WFM in a consistent, scalable manner and assess potential and actual impact of overall WFM enterprise-wide strategy, taking into account the likelihood of the merger of two sizable entities.
- Maintain accurate call forecasting, collaborating with product leads, marketing, and finance colleagues. Develop a playbook / action plan for times where we are under service level, on a daily/monthly/annual basis, and take urgent actions to remediate service performance when necessary.
- Leverage call and other sourced data and insights to identify trends and opportunities for service improvement and innovation, particularly those stemming from digital to phone channel switching.
- Working with our Vendor Management Office and the Vice President of the CXC, manage relationships with third-party vendors and service providers (e.g. Cisco, Nuance/Microsoft, Valera), including negotiating contracts, overseeing adherence to SLAs, and ensuring compliance with contractual obligations and budgets.
Member and Employee Experience Obsession
- Monitor member feedback and satisfaction metrics (e.g. First Contact Resolution), and proactively address member concerns and issues to ensure a low-effort, Brand building member experience. Specifically, monitor health and process moments of truth like abandonment rates, transfer rates, etc., in order to build new ways of working closing the loop on these defects.
- Proactively simplify the employee experience, from number of systems used, optimizing processes to least-clicks, delivering engaging training and developing, and making it easier to find product and process information needed to serve members.
- Develop multi-year technology and process improvement roadmaps relevant to the contact center to reduce or eliminate low value contacts as the organization grows its member base.
- Establish Differentiation roadmap for First Tech’s contact center experience that articulates and delivers on elements of the experience that make First Tech positively stand out from competition.
- As a highly visible, charismatic senior leader, support the front-line teams by soliciting feedback and regularly listening to, taking and analyzing calls to observe ease of system use opportunities and drivers.
Proactive Safety and Soundness
- Implement and enforce security protocols and compliance standards to safeguard sensitive member data and ensure regulatory compliance within the contact center environment. This includes introducing potentially new security systems (e.g. Gatekeeper) to drive safety and soundness.
- Collaborating with our IT teams, maintain and evolve disaster recovery plans, procedures and monitoring to minimize downtime and ensure business continuity in the event of system failures or emergencies.
- Maintain comprehensive documentation of contact center systems, configurations, and processes, as well as generate regular reports on system performance, utilization, and key metrics for management review.
High Performing Team
- Establish and regularly monitor annual and quarterly clear, SMART goals for direct reports, providing ongoing guidance and coaching for career development and engagement. As a member of the Continuous Improvement Leadership Team, provide visionary leadership to the entire contact center team, fostering a culture of accountability, collaboration, and dedication to excellence.
- Provide industry thought leadership to inform First Tech’s telephony technology roadmap and make sure First Tech stays at the forefront of efficiency-driving, easy to use, systems and applications.
- Develop a personal brand as a visible and vocal employee experience advocate and cultural champion, dedicated to making it as easy as possible for agents to serve our members.
Experience and Education Requirement:
- Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field preferred. Master's degree preferred.
- Proven experience (12+ years) in a similar role within a contact center environment, with expertise in contact center technologies and operations.
- Dynamic leader who is a natural people leader and contact center cultural champion
- Exceptional stakeholder management skills, including providing proactive updates on project delivery timelines, impact of implementations, etc.
- Strong knowledge of telecommunication technology, including IVRs, Workforce Management, Call Recording, Speech Analytics and CRM platforms. Knowledge of Pega and Cisco and Microsoft Nuance preferred, as is experience with applying Artificial Intelligence within contact center telephony.
- Proficiency in system administration and configuration of contact center software and hardware.
- Excellent problem-solving skills and the ability to simplify complex technical issues.
- Strong project management skills, with the ability to manage multiple projects simultaneously and meet deadlines.
- Proven track record creating an environment of high performance, with strong interpersonal and communication skills, and a demonstrated track record of partnering across the organization to bring about change.
- Excellent communication skills and executive presence, with the ability to effectively collaborate with cross-functional teams and communicate technical concepts to non-technical stakeholders. Strong attention to detail.
- Demonstrated ability to prioritize tasks or projects across the organization that align with the strategic objectives and business goals.
Benefits options include:
- Traditional medical, dental, and vision coverage
- 401K matching up to 5% per pay period
- Accrue up to 17 days of Paid Time Off your first year of employment
- 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)
Location: Rocklin Corporate Location, Rocklin, CA 95765 | Hillsboro Corporate Office, Hillsboro, OR 97124
Target Compensation in Rocklin, CA: $160,000 to $190,000 + annual bonus
Target Compensation in Hillsboro, OR: $145,000 to $170,000 + annual bonus
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First Tech is not currently offering Visa sponsorship for this position
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