Business Systems Manager, Contact Center IVR

Business Systems Manager , Contact Center IVR

Job Summary

The Business Systems Manager (BSM) will partner with IT for the ownership and administration of the Interactive Voice Response (IVR) and account opening tools including providing new IVR offerings, functionality, and solutions based on member, staff, and business needs.

The BSM builds strong collaborative relationships with business partners across the organization while interfacing with multiple business units and third party vendors. The BSM will oversee content development for both internal and external (Member facing) announcements and education materials for product features and updates.

About UFCU

As Austin’s largest locally-owned financial institution, University Federal Credit Union is a financial institution owned by, dedicated to, and always working for our Members. Our mission at UFCU is simple: to provide for the well-being of our Members. We’re proud to focus on people — not profits. We deliver fair and honest products and outstanding service, and we work collaboratively within our organization as well as our community to help Members achieve their personal and financial goals.

Consistently receiving awards as the Top Credit Union and Top Mortgage Company, UFCU is proud of its people-first culture. We value our employees as much as our Members. We offer an environment where people care about each other – like family. If you want to love what you do, make an impact in your community, and have the power to help people change their lives – then we’re glad you’re here.

Essential Functions

• In partnership with IT, oversee and manage the daily operational administration for UFCU’s enterprise IVR telephony and account opening system(s)
• Represent the IVR telephony solution across the organization
• Work closely with third party IVR vendors to design, deliver, and support call steering applications
• Work with peer groups to determine how projects or changes may impact other cross-functional teams
• Secure data and analyze change/impact while creating reports or presentations for peers, managers, and senior leadership
• Present concepts, data analytics, or proposed solutions to leadership
• Actively work with IT and business teams to define project requirements and expectations as the IVR telephony subject matter expert
• Perform/oversee user acceptance testing on the IVR telephony environment, routing solutions and specialist tools
• Provide escalated support for Retail Experience Systems, including working with other departments (i.e. Contact Center, IT Support) as they support features and working with third party vendors to find solutions to member issues
• Oversee the creation and maintenance of Retail systems FAQs for staff communication
• Create, support, and facilitate relevant product training materials for key UFCU departments (e.g., Contact and Financial Centers), including new hire training through collaboration with the Organizational Development and department training staff
• Participate on key project teams representing Retail Experience Systems to implement departmental and credit union strategic initiatives
• Act as process owner on process improvement projects in conjunction with the Process Improvement team
• Perform other duties as assigned
• Adhere to all company policies, procedures and business ethics codes
• Complete required regulatory training as assigned
• Maintain strict adherence and compliance to all laws, rules, regulations and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations

Knowledge/Skills/Abilities

• In depth understanding of concepts and technologies found in a Credit Union environment
• Exercise independent judgment to complete tasks
• Effectively adapt to fluctuating workloads in a fast-paced environment
• Quickly learn and effectively use new concepts and technologies
• Communicate clearly and professionally, in written and spoken form, with members and internal customers
• Strong systems thinking across the enterprise to build relationships and support the needs of all business units
• Effectively establish rapport, present information, and respond to questions
• Outstanding organization and time management skills
• General understanding of networking and distributed computing concepts and how to troubleshoot related issues
• Detail-oriented, resourceful, flexible
• Partners well with others with teamwork top of mind
• Must be bondable

Competencies

• Adaptability
• Building Member Loyalty
• Building Partnerships
• Communication
• Emotional Intelligence
• Focus on Results
• Influence
• Leading the Organization (Decision Making and Systems Thinking)
• Leading Others (Building a Successful Team, Coaching & Developing Others, Leading Change, Servant Leadership)

Experience

Minimum Requirements

• Bachelor’s degree or equivalent experience
• 5 years or more leadership experience
• Demonstrated commitment to the coaching, professional growth and development of their team
• Advanced knowledge of contact center systems
• Advanced experience (3 – 5 years) with telephony platforms including contact center technology, IVR, Automated Attendant, and VOIP/SIP platforms.
• Advanced experience with IP telephony concepts (ex: SIP, signaling, media, codecs, etc.)
• Advanced experience deploying, supporting, and troubleshooting IP telephony devices, including desktop agents, mobile clients, desk phones, and other endpoints.
• Experience working with networking technologies, protocols, and security such as basic IP addressing, DNS, DHCP, VPN client configuration and VOIP phones
• Demonstrated knowledge of a variety of digital and analog voice gateway products
• Proven ability to provide a high level of customer service

Preferred Requirements

• Project management skills
• Experience with vendors
• Experience with IVR and Narmi platform

Things You Need to Know Before You Apply

Physical Demands

The physical demands described are representative of those that must be met by an employee, with or without accommodation, in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Frequent

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
• The employee is frequently required to stand and walk.
• Employee will make extensive use of the telephone requiring the ability to effectively and accurately explain complex information.
• The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position may involve periodic stressful conditions.
• May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
• May occasionally move from one work location/branch to another.
• Public contact position, requiring appropriate professional appearance.
• Frequent computer use at a workstation up to two hours at a time.
• The noise level in the work environment is usually moderate.

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