Credit One Bank Careers

Assistant Vice President, Customer Service in Las Vegas, NV at Credit One Bank

Date Posted: 5/24/2018

Job Snapshot

Job Description

Position Summary

Direct and oversee the servicing of Customer Service contacts. AVP is responsible for the performance and efficient operation of all external and internal resources. 

Summary of Essential Job Functions

  • Oversee domestic and offshore outsource partners assuming full functional and performance responsibility.
  • Understand and communicate call center KPI’s (ASA, AHT, Abandon Rate and C-Sat) and associated performance to Senior Management. 
  • Manage metrics proactively to identify and track performances at the agent level that will improve performance by outsource partners.
  • Analyze issues with the end goal of determining opportunities to improve processes, controls and procedures with a focus on efficiency and effectiveness. 
  • Develop, direct and implement the execution of call management and volume strategies.
  • Ensure that Customer Service maintains a strong working relationship with department managers and staff throughout Credit One Bank and outsource partners.
  • Develop and manage the budgeted expenses for all operational units under their direction.
  • Demonstrate an understanding of all regulations, laws and association guidelines. 
  • Responsible for the coordination and direction of departmental proposals and projects.
  • Lead the execution of successfully meeting all strategic goals that fall within their responsibilities.
  • Develop solutions to problems in a courteous and effective manner. This includes special projects as well as dealing with the referral of customer complaint calls and correspondence.
  • Effectively communicate with senior management on all facets of the business unit.
  • Sustain an efficient, productive work environment conducive to sound business practices and equitable Human Resource procedures. 
  • Direct managers in coordination of the workflow and productivity within the assigned area of responsibility.
  • Drive initiatives that contribute to long-term operational excellence 
  • Participate in the requirements and curriculum of hiring and training of new employees.
  • Performs other duties as assigned.

Job Requirements

Position Requirements

  • 4 year degree or a minimum of 6 years’ experience in a call center environment with a minimum of 4 years managerial experience.
  • Experience managing partners or remote direct reports. (offshore a plus)
  • Demonstrated exemplary ability in the areas of employee development and process management, combined with an innovative insight and progressive approach to industry related technology and strategic implementation required.
  • Effective leader, highly-focused, detail-oriented as well as a team player with high energy levels and the desire to learn and progress within the company.
  • Required to have exceptional communication, analytical, developmental, organizational, and resolution skills.
  • Highly organized and detail oriented with a strong focus on quality and integrity.
  • Results oriented self-starter with the ability to work independently.
  • Advanced computer skills (Microsoft Office Suite).
  • Candidate will be expected to manage competing priorities while meeting clearly defined deadlines and complying with internal procedures and best practices.
  • Domestic and International travel as needed.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. However, the employee may choose to stand and move within cubicle area. The employee is frequently required to use arms to reach and hands to finger, handle, and feel. Must possess the ability to effectively hear and communicate verbally. The employee must occasionally lift and/or move up to 2 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus.

Based on the Fair Labor Standards Act (FLSA), management has analyzed this position and determined it to be exempt.

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