Join the People Helping People

PSCU/Co-op Solutions is now Velera! PSCU and Co-op Solutions became a single entity on January 2, 2024, and our new company name was announced on May 7, 2024. Our new brand represents our combined company’s shared mission and unique ability to drive velocity and positive momentum for credit union success in a new era of financial services.

The Opportunity

The Supervisor, CC Initiatives & Business Process will lead a dynamic team of Analysts (Analyst I, Analyst II, Team Lead, and System Analyst) to ensure the successful execution of strategic projects and continuous improvement initiatives within the Contact Center Services & Solutions division. The incumbent will drive operational excellence, optimize business processes, and enhance data flows while fostering cross-departmental collaboration. The Incumbent’s primary responsibility is leading, mentoring, and developing the team to achieve outstanding performance and deliver exceptional client experiences. Incumbent’s leadership skills and expertise in business analysis, process optimization, and project management will be essential to attaining strategic goals and supporting the department’s growth.

Day in the Life

• Provide strong leadership and direction to the team, fostering a culture of high performance and continuous improvement.

• Guide, coach, mentor, and develop staff to ensure compliance with processes and procedures and to support their professional growth.

• Ensure the team meets ticket SLA (Service Level Agreement) standards for prompt and accurate resolutions, contributing to the overall success of Contact Center Services & Solutions.

• Ensure timely, accurate, and cohesive responses. Train new staff to maintain high-quality, highly productive work output. Monitor and evaluate the quality of performance across product tools and team members.

• Understand the ratio of daily work volumes and adjust priorities with staff as needed to meet daily service level goals for all functions within the department.

• Conduct comprehensive assessments of business processes, systems, and operations to identify areas for improvement and transformation.

• Oversee fraud detection operations by analyzing transactional data, identifying fraudulent patterns, and implementing strategies to minimize risk and financial exposure.

• Develop technical skills for team members to ensure high fraud detection and research performance.

• Mitigate credit and debit card fraud for clients by directing the functions of a cross-site analyst team working on fraudster and Rewards cases as identified via multiple channels, including social engineering. All fraud mitigation tools will include linked analysis, the Fraud Detection Work Center, and the Fraud Net Rewards Fraud systems.

• Create and analyze reports on Contact Center Strategic Initiatives performance metrics and make process recommendations based on findings. Data analysis and performance metrics are used to monitor project progress, identify issues, and make informed decisions.

• Develop and implement effective change management strategies, including communication plans and training programs, to ensure the successful adoption of strategic initiatives.

• Run calibration call meetings to serve as SME with internal and external clients. Coordinate meeting calendars, act as point person on calls, coordinate research and participation cross-site, and develop calibration skills among newer team members. Ensure the entire group is trained to review and pull appropriate calls.

• Maintain a thorough understanding of all products, solutions, and systems relevant to the financial industry. Ensure the team is well-versed in the latest technologies and methodologies.

• Develop and maintain documentation for business processes, standard operating procedures (SOPs), and best practices.

• Handle complex service issues with cardholders, financial institutions, external clients, and regions; respond to written and verbal customer complaints as needed. Converse with clients to work through complex issues and nurture relationships as required by the business.

• In their absence, serve as a backup to the Contact Center Strategic Initiatives Manager.

• Perform all other duties as assigned.

Qualifications

• Bachelor's Degree in related field, preferably in Business, or equivalent combination of education and experience required, or equivalent operational analysis years of experience

• Minimum five (5) years of management experience with three (3) years of management experience in a call center required.

• Minimum three (3) years of relate