Contact Center Technology and Analytics Manager

Pay Range: $98,739.00 - $123,372.00

Remote Eligible: Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position

This role is pivotal in ensuring the Member Experience Center's (MXC) success, leading the technology roadmap by identifying, designing, and implementing innovative solutions that consistently deliver best-in-class contact center experiences. The manager will craft and execute a forward-thinking technology roadmap that aligns with the organization's strategic priorities, driving efficiencies, and fostering data-driven insights.  This role also entails overseeing key vendor relationships, managing cross-functional collaboration, and developing a high performing team focused on technology, process improvement, and data optimization.  This manager will excel in change management, risk mitigation, and be proactive in identifying trends that can transform MXC’s capabilities and elevate the member and employee experiences as the owner of effective contact center technology for the MXC and Credit Union of Colorado’s internal departments.

ESSENTIAL DUTIES AND RESPONSIBILITIES (includes the following). May perform other duties as requested or assigned.

• Champions and drives the MXC technology, systems, and data efforts with a primary focus on delivering an exceptional member and employee experience.
• Delivers future focused roadmaps and strategic conversations that result in well-received and valued changes for members, employees, and the organization.
• Identifies and implements AI-driven solutions to optimize operational processes and automation, driving increased efficiency and effectiveness.
• Continuously explores emerging technologies and trends in contact center solutions, identifying opportunities for future-focused advancements that enhance member employee experiences.
• Proactively introduces and oversees new functionality related to MXC technology to meet/exceed member and employee service expectations.
• Leads change management initiatives within the MXC, ensuring smooth adoption of new technologies and processes by communicating benefits, providing training, and addressing questions.
• Uses MXC data to tell a story or support a change related to the business.
• Executes a strategic approach regarding the MXC technology roadmap that aligns with the future of the organization.
• Develops predictive analytics strategies to identify trends, potential pain point, and opportunities, enhancing proactive decision-making.
• Manages the risk, security, regulations, and compliance requirements related to technology and data within the MXC and across the organization.
• Leads a MXC technology team responsible for daily system administration, technology improvements, processes, analytics, forecasting, and reporting for the department.
• Manages the vendor relationships and product ownership related to MXC technology and systems maximizing the ROI.
• Empowers supervisors and frontline employees with real-time data to meet department metrics/SLAs while evaluating future opportunities for enhancements.
• Foster cross-functional collaboration with IT, Strategic Operations, Digital Services, and Data and Analytics consistently.
• Provides guidance and recommendations to the MXC Director to ensure current and future oriented contact center design principles are implemented.
• Stays current regarding contact center industry best practices and future trends related to data and technology by participating in professional development opportunities such as webinars or conferences.
• Makes recommendations to change policies, processes, or systems based on operational team and business metrics.
• Directs staff, including the MXC Operations Analyst, in the monitoring and reporting related to contact center operations to ensure internal quality service.
• Provides timely guidance, mentorship, and performance coaching to direct reports, fostering their professional growth, enhancing skill sets, and ensuring they consistently meet or exceed performance targets in alignment with succession planning.
• Establishes and tracks key performance indicators (KPIs) for technology driven initiatives, ensuring measurable impact on member satisfaction, operational efficiency, and team/organizational performance.
• Demonstrates effective presentation skills.
• Leads department initiatives and participates on organizational projects as a subject matter expert.
• Uses a DEI lens as part of the work efforts that impact technology, analytics, and data for the department.
• Builds and maintains strong interpersonal relationships with peers in the organization to ensure effective communication standards are established and service expectations are met.
• Participates in community and volunteer activities including involvement in CAP.
• Other duties as requested or assigned. 

Requirements

EDUCATION AND EXPERIENCE

Bachelor’s degree (B.A.) from four-year college or university with a focus in technology, computer science, business or a related field plus the following requested years of experience or equivalent combination of education, training and experience.

• 1 year of experience with IVA/IVR design, deployment, and reporting
• 3 years of experience working with contact center platforms with multiple channels
• 5 years of experience in a leadership position (Preferred 3 years of experience working in a contact center leadership position)
• Participation on telecom/telephony projects or work efforts professionally
• Proficiency with data visualization tools and related analysis (Tableau, Excel)

OTHER SKILLS AND ABILITIES 

Knowledge of Contact Center operations and procedures. Use of AI and the understanding of future opportunities related to AI. Experience with Zendesk in relation to contact center operations. Knowledge of Credit Union products and services. Solid understanding of related legal and regulatory requirements. Demonstrated effective management and leadership skills to select, motivate, develop and supervise assigned personnel. Creative problem-solving skills. Must be courteous, professional and tactful, able to converse with members in a business environment. Ability to work independently or as a member of a highly productive management team. Attentive to detail and accuracy. Ability to build and maintain productive relationships within the MXC; across the organization; and with external vendors. Excellent organizational skills and strong verbal and written communication skills. Experience with design thinking and change management Ability to apply verbal and interpersonal skills that develop member confidence, respect and trust in Credit Union of Colorado and develop cooperative relationships with people throughout the organization.

DIRECT REPORTS

Supervisor(s) of Member Advocates and Specialists; MXC Operations Analyst; MXC Systems Analyst; Product owner for Five9

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is typically required to sit for long periods.  The employee continually is required to talk or hear. The employee is occasionally required to stand, walk, stoop, and reach with hands and arms. The employee will occasionally lift and/or move up to [10] pounds.  Specific vision abilities required by this job include close vision and the ability to adjust focus.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  [Limited travel required to visit CU locations as needed.] 

Core Competencies

MEMBER FOCUSED

Seeks and uses first-hand member information to improve products and services. Acts with the member in mind. Is never satisfied.

COOPERATION AND TEAMWORK             

Can inspire and motivate entire units or organizations. Blends people into teams when needed and leverages individuals’ strengths. Willing to balance support for organizational initiatives over own department needs. Can be counted on to exceed goals successfully.                

DECISION QUALITY         

Conveys a sense of urgency for arriving at a decision, when appropriate. Has an opinion, takes a stand. Can build upon other’s ideas and facts to form a better decision.

PROBLEM SOLVING       

Seeks opportunities for different and innovative approaches to addressing problems while prioritizing urgent issues. Brings issues to closure. Challenges and supports decisions of direct reports through coaching to the best outcome.

ACTION ORIENTED

Overcomes procrastination through execution. Places a top priority on getting results.

ADAPTABLE

Embraces and drives change. Assists others through transitioning to a new state. Is self-aware of areas of opportunity and strengths.

INNOVATION

Creates an environment that encourages innovative solutions or improvements and fosters experimentation for the benefit of the members. Recognizes and rewards those who take initiative with new approaches and act in a creative manner. Assesses, manages, and takes calculated risks to achieve goals. Constantly looks for ways to improve products, processes, and infrastructure of the organization to enhance employee and member benefit. Stays abreast of current and future trends both in and outside of industry to forecast and build future business vision including on-going evaluation of future directions and associated risks.

STRATEGIC AGILITY

Thinks/plans strategically. Understands the organization’s vision, mission, and goals and can articulate to others. Defines/owns vision/purpose and aligns ideas to inspire others to follow. Looks to the future and adjusts strategic actions and goals based on anticipated future state.

LEADING COURAGEOUSLY THROUGH VISION AND VALUES

Makes decisions and acts in ways consistent with our core values; demonstrates the courage to do what is right despite personal risk or discomfort. Challenges others to make tough choices. Communicates a compelling and inspired vision or sense of core purpose and makes the vision sharable by everyone.

MARKET KNOWLEDGE & COMPETITIVE MINDSET

Knows the basics of the market and business context. Aware of local and national competitors. Understands the similarities and differences of our business model to other financial institutions. Brings forth ideas to keep our business competitive.

FISCAL RESPONSIBILITY

Fosters an environment that encourages fiscal responsibility. Maintains and applies a general understanding of financial management principles to ensure decisions are fiscally sound and responsible. Prepares and manages the budget for area of responsibility. Uses cost-benefit thinking to align priorities. Identifies cost effective approaches. Brings forward any financial concerns to the attention of Senior Management.

 

Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.