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Vice President, Customer Contact Delivery

Vice President, Customer Contact Delivery

Job ID 
2017-2037
Job Locations 
US-CA-San Diego
Job Type 
Regular Full-Time
Department 
Office of the CEO

More information about this job

Description:

BOFI Federal Bank (NASDAQ: BOFI) with $8.7 billion in assets, is one of the fastest growing banks in the nation and rated in the top 5 of online banks in the country, is looking for a Customer Contact Delivery Manager to join our team!

 

The VP Customer Contact Delivery   is a hands-on position supporting the enterprise-wide strategy to provide a consistent customer experience across all business channels through automation and standardization of telephony solutions.  They will optimize the efficiency and effectiveness of the telephony experience for both customers and agents, including call routing, queuing, IVR design, as well as advanced telephony features such as speech analytics.

Key Skill Sets or Knowledge Requirements:

  • Deliver a strategic plan and initiatives for the enterprise, focusing on telephony opportunities as a component of the omni-channel strategy
  • Develop and maintain current configuration and maintenance documentation for all customer and agent telephony channels, ensuring the customer journey in all channels is considered at all times
  • Create, deploy and maintain customer contact channel configurations
  • Focus on value-creating innovation for telephony solutions in relationship with the omni-channel experience for customers, ensuring transparent and active liaison with all key stakeholders in the Bank
  • Actively drive projects to meet committed delivery dates
  • Ensure release management is robust and follows established release protocols
  • Develop and implement enterprise-wide, standardized telephony reporting (bank-wide, business unit, team, individual) that encompasses customer, internal efficiency and productivity
  • Expand your deep knowledge of the needs of the Bank’s diverse business unit verticals, and provide solutions that sync with the enterprise strategy
  • Results oriented and the ability to take actions and implement effective solutions in a timely manner
  • Energy and team capability; the ability to lead, motivate and rally colleagues
  • Highest level of professional integrity and honesty as well as personal credibility
  • Dedication to maintaining cutting edge talent with the courage to implement new ideas
  • An unending source of positive energy, perspective, and constructive feedback
  • A relentless drive to make the work, and our impact, even better

Desired Career Experience & Education Requirements:

  • 7+ years experience of call center and IVR design and implementation, preferably with experience transitioning to a hosted environment
  • Broad contact center experience either in a leadership role or in direct support of call center solution analysis and delivery
  • Salesforce omni-channel configuration and deployment experience desired
  • Degree in MIS, computer science or related field preferred

 

APPLY DIRECTLY FOR CONSIDERATION, NO AGENCIES ENGAGED

 

 

Job Functions & Work Environment:

 

While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.

 

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

  

 

Equal Employment Opportunity:

 

BofI Federal Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex , gender identity and expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state and local laws. Candidates must possess authorization to work in the United States.