Assistant Vice President, Customer Service Call Center Operations Job Vacancy in Credit One Bank, N.A. Las Vegas, NV 89113 – Latest Jobs in Las Vegas, NV 89113

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Company Name : Credit One Bank, N.A.
Location : Las Vegas, NV 89113
Position : Assistant Vice President, Customer Service Call Center Operations

Job Description : Position Summary
Credit One Bank is looking for an Assistant Vice President to support the Telephone Support department of the Bank’s Customer Service division. This position will primarily be responsible for assisting in the design, development, implementation, and refinement of operational processes, systems, and controls, as well as achieving operational performance metrics for Customer Service phones. Additional activities involve the management of all facets of agency strategy/relations, inbound call servicing performance, and financial results.
Summary Essential Job Functions

Analyze strategies and department functions with the end goal of determining opportunities to improve processes, controls and procedures with a focus on efficiency and effectiveness.
Assist with the approval and review of all policies and procedures.
Lead the execution of successfully meeting all strategic goals that fall within their responsibilities.
Manage metrics proactively to identify and track performances at the agent level that will improve performance.
Understand and communicate call center KPI’s and associated performance to Senior Management.
Ensure accuracy of all customer service metric reporting.
Benchmark, analyze, report, and make recommendations for operations processes, services, and systems.
Responsible for the coordination and direction of departmental proposals and projects.
Serve as a Customer Service liaison for interdepartmental projects to ensure close alignment between implementation and execution of system applications, processes, and procedures.
Manage competing priorities while meeting clearly defined deadlines and complying with internal procedures and best practices
Participate in on-site audits of agency partners to ensure compliance and performance standards are met.
Participate in the hiring, training, and development of new employees.
Perform other duties as assigned

Position Requirements

Bachelor’s Degree or a minimum of seven years’ experience in a call center environment with a minimum of four years managerial experience
4+ years of experience leading and developing employees
Excellent communication, problem-solving, and process management skills
Demonstrated exemplary ability of process management, combined with an innovative insight and progressive approach to industry related technology and strategic implementation required
Ability to collaborate effectively and follow up to ensure achievement of outcomes and results
Demonstrate company core values of excellence, ownership, collaboration, and integrity

Preferred

Financial services experience a plus
Results oriented self-starter with the ability to work independently
Experience managing domestic/offshore call center partners/vendors or remote direct reports preferred

Job Type: Full-time
Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Life insurance
Paid time off
Tuition reimbursement
Vision insurance

Supplemental Pay:

Bonus pay

Education:

Bachelor’s (Preferred)

Experience:

Employee Development: 4 years (Preferred)
Call Center: 7 years (Preferred)
Management: 4 years (Preferred)

Work Location: One location

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