Contact Center Systems Administrator - NY, NJ Or PA

About Us

We're in the business of people helping people and you can help us change lives just by working here. Whether it's helping a member make a transaction, buy their first home, or improve their financial wellness one step at a time - you have an impact on their lives just by working here, no matter what your position may be.

Work with us - and be part of something bigger than banking.

In exchange for your time and talents, we offer generous benefits. After all, you make us awesome, so we take care of you with things like...

• Pension Plan, 401k Plan, and 401k matching contributions
• Excellent health benefits
• Flexible Paid Time Off (PTO), Volunteer Time Off (VTO), and Wellness Time Off (WTO)
• More than ten paid holidays per year
• Wellness program
• Tuition reimbursement
• Student loan repayment
• Employee recognition program
• Educational incentives
  ...and more!

At Visions, we do, and will continue to, treat all of our employees fairly and with complete respect, regardless of race, ethnicity, gender, and any other differences. We strive to celebrate the diversity of our employees, as they are part of the fabric of this great credit union.

Title of Position: Contact Center Systems Administrator - NY, NJ or PA

Position Type: Full-Time. Typical shifts include Monday through Friday 8:00AM to 5:00PM

Compensation Range: $31.25/Hr - $43.24/Hr. *Hiring rates may be dependent on a number of factors, including years of directly related work experience, education, geographic location or special skills*

Location: Hybrid opportunity available for residents from NY, NJ, or PA ONLY. Typical hybrid schedule is 3 days in office, 2 days work from home.

At this time, Visions Federal Credit Union will not sponsor a new applicant for employment authorization or offer any immigration related support for this position (i.e., H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization). If you need sponsorship now or in the future, look for this statement in the job description before you apply: Visions Federal Credit Union will consider sponsoring a new, qualified applicant for employment authorization for this position.
If this is not listed in the job description, Visions Federal Credit Union will not provide sponsorship for the candidate to work in the United States.

Responsibilities/Duties:

• Monitor connections, system performance, and functionality with all applicable contact center systems and software, including all test and production environments.
• Review weekly updates from vendors and ensure implementation and awareness of all relevant and applicable updates and enhancements to management and the department.
• Assist in completing system updates, perform testing to ensure that systems are operating properly on an ongoing basis.
• Ensure proper integration of contact center systems with all applicable organizational Maintain written policy and procedures for all job responsibilities.
• Ensure systems comply with all applicable federal and state security standards, compliance requirements and data privacy regulations.
• Work with management to identify ineffective or inefficient operations; drive innovation by recognizing and encouraging new ideas and championing change.
• Collaborate with Leadership to develop and implement strategies to optimize Contact Center systems operations.
• Perform regular audits/testing of systems, report any findings and make recommendations on findings; gather information for system audits conducted by other Maintain knowledge of change management processes.
• Analyze, troubleshoot, and resolve issues reported by users in a timely manner.
• Efficiently manage user support by submitting, tracking, and escalating vendor tickets as necessary to ensure timely resolution of system issues.
• Collaborate with business units to enhance any contact center systems.
• Develop and maintain strong technical knowledge of all systems and partner with Information Technology should system failures or issues arise.
• Act as the primary point of contact for all contact center system-related inquiries.
• Create, monitor, and report on all performance-based engagement models performed in the GC Cloud environment.
• Work with Contact Center Leadership to monitor all systems performance and report on department goals and key performance indicators (KPIs); develop actions plans to achieve goals.
• Work with Management as requested with special request and projects.
• Serve as subject matter expert on contact center system operations.
• Analyze recorded voice interactions to identify trends, keywords, and customer Develop speech analytics to detect and interpret member and agent intent.
• Collaborate with cross-functional departments and leadership within the organization to drive initiatives that enhance member experience, loyalty, and satisfaction.
• Travel between the markets in which we operate (NY, NJ, and PA), as needed.
• Provides departmental back-up coverage as needed.
• Respond effectively to changing ideas, responsibilities, expectations, trends, strategies, and other processes.
• Demonstrate a commitment to diversity, equity, inclusion, and belonging through continuous development, modeling inclusive behaviors, and proactively managing bias.
• Perform other duties needed to help fulfill our mission, drive our strategy, and support our organization's values.

Minimum Qualifications & Experience:

• Bachelor's degree in business administration, management or related field and 1-3 years of relevant experience; 4-6 years of relevant experience may be considered in lieu of a degree.
• Working knowledge of contact center operations and systems.
• Proficient in the Microsoft Office Suite programs.
• Proficient with standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, PCs, etc.
• Visions remains committed to the aspects of diversity and inclusion and will consider alternative education and experience.

Preferred Qualifications & Experience:

• Bilingual proficiency.
• Proficiency in Contact Center services, systems, and procedures.
• 3 years of contact/call center experience.
• 5 years of credit union, banking, retail, or contact center experience.
• Minimum of 5 years supervisor/leadership experience or equivalent training.

We're more than banking. You can be, too. #ClaimYourSeat