UNIFY Financial Credit Union is one of the nation’s largest 100 credit unions with a reputation for being financially sound and growth-oriented. We’re expanding rapidly to meet the needs of a growing member base.
At UNIFY, our team members work together to strive toward a common goal, “providing superior service to our members.” In doing so, we promote a culture where your ideas matter, your growth matters, and you matter. We encourage all team members to challenge and encourage themselves and their teammates to work smarter and to be more successful.
Location: Las Vegas, NV or Allen, TX
The Operations Support Manager is responsible for leading the workforce management, reporting and training functions within the Contact Center, which is comprised of phone, email and chat channels. Analyzes and forecasts interaction volumes, identifies relevant customer and business trends, determines staff requirements, develops schedules, and monitors real-time performance to optimize front-line team member productivity and engagement and enhance the member experience. Creates and maintains capacity plan and ensures hiring plan is in place to maintain appropriate staffing levels. Creates and ensures timely delivery of dashboards and reports from multiple systems used to support Contact Center operations. Ensures that proper processes and procedures are in place and documented for Contact Center staff, and that team members are appropriately trained. The Manager will also develop forward looking department strategies to improve performance, and will manage and evaluate related systems and third party vendors associated with Contact Center operations.
Specific Duties and Responsibilities:
At UNIFY, we believe that each team member is a valued contributor. Through a teamwork approach, we strive to provide a positive and rewarding workplace that helps our team succeed. UNIFY provides a work environment which promotes learning, growth, and the opportunity for team members to challenge themselves. We work together for a common goal, "to provide superior service to our members."
See the UNIFY Difference!
At UNIFY, we believe that each team member is a valued contributor. Through a teamwork approach, we strive to provide a positive and rewarding workplace that helps our team succeed. UNIFY provides a work environment which promotes learning, growth, and the opportunity for team members to challenge themselves.
Competitive Compensation and Excellent Benefits Package* Includes:
Medical (PPO/HMO), Prescription, Dental (PPO/DMO), Vision, Life, and Short- and Long-Term Disability Insurance
Dependent and Medical Care - Flexible Spending Accounts
Vacation, Sick, Personal and Holiday Pay
401(K) Plan with employer match
Education reimbursement for approved programs
UNIFY banking privileges for you and your family
*All programs subject to review and change
UNIFY is proud to be a drug-free, equal-opportunity employer. For more information on UNIFY, visit us at www.unifyfcu.com