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YOUR LIFE'S MISSION: POSSIBLE You have goals, dreams, hobbies and things you're passionate about.
What's Important to You Is Important to UsWe're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them-friends, family and passions. And we're looking for team members who are passionate about our mission-making a difference in military members' and their families' lives. Together, we can make it happen.Don't take our word for it.• Military Times 2021 Best for Vets Employers• WayUp Top 100 Internship Programs• Forbes® 2022 The Best Employers for New Grads• Forbes® America's Best Employers• Newsweek Top 100 Most Loved Workplaces• Fortune Best Workplaces for Women• Fortune 100 Best Companies to Work For®• Computerworld® Best Places to Work in ITBasic Purpose The Manager II is the owner and subject matter expert for an assigned area delivering designated service to the organization. The role provides forward-looking, industry perspective and is responsible for the full lifecycle of the respective service including definition, execution, and governance.Responsibilities• Directs the day to day operations of internal and external Voice Application Genesys team• Ensures appropriate maintenance, security, integrity and access to Genesys Platform• Partners with our business units to understand their requirements and translate them into solutions• Validates system performance, availability and capacity management objectives are attained and in alignment with Service Level Agreements (SLAs)• Guides appropriate application backup and recovery strategy and ensures immediate troubleshooting and quick resolution of incidents to minimize operational impact• Work closely with Voice & Video Managers and other teams to ensure the goals and SLA's of operations are being achieved• Stay current on Voice & Video technologies and contact center trends to help stakeholders make strategic decisions with insight on industry trends and best practices• Develop and define clear core work definitions / operating models; demonstrate the complete life cycle and capabilities of the service, and document the execution of process flows• Leverage standard templates, tools and organizational strategy to define ISD services and ensure practices and processes are standardized and repeatable. • Work in partnership with Enterprise and Solution Architects to determine and define the technical architecture required to implement and support the service• Establish Service Level Agreements (SLA), performance targets, key performance indicators (KPI) for each newly defined and/or ISD service• Drive industry benchmarking regarding the evolution of the service, including measuring goals against performance, continuous improvement, and potential use of industry-leading vendors• Proactively participate in strategic discussions to grow / shape the future viability of the Voice Application Genesys Platform service offering • Serves as owner providing complete oversight of the end-to-end execution of the service and operational support as required. • Manage and track performance of assigned services to customers, including defined KPIs and SLAs; ensure service levels are achieved in line with contracts and customer expectations are met or exceeded• Partner with Manager I and vendors to ensure that the right resources (skills, competencies, team size) are available• Participate in planning and alignment discussions to facilitate and support resource transitions (function or location)• Provide constructive and actionable feedback to Manger I and Vendors to ensure expected performance and satisfy service SLAs• Develop and maintain effective rapport with vendors• Collaborate with vendor to understand their product or service• Gather relevant metrics to determine and measure overall vendor quality • Provide feedback on vendor performance • Provide consistent, concise, relevant, reliable and timely information to all appropriate internal and external audiences/stakeholders through a variety of media • Ensures accuracy of information to enable effective business decisions• Frame message in line with audience experience, background, and expectations; uses terms, examples, and analogies that are meaningful to the audience• Develop and provide recommendations into the Annual Financial Plan• Analyze and maintain service(s) annual budget • Document spending and planning processes for managing cost center budget• Utilize Navy Federal accounts payable system(s) and authorization processesQualifications • Bachelor's Degree in a related field, or the equivalent combination of training, education and/or experience• Broad experience implementing and supporting Contact Center applications in a large-scale 24x7 organization• Experience designing (logically and physically), implementing, supporting contact center solutions • Proven skill in troubleshooting complex voice application and system issues and problems• Experience leading a team in the installation, design, implementation, backup, recovery, enhancement and maintenance of the latest voice application technologies and platforms• Demonstrated skill and understanding in translating contact center requirements into solutions• Experience in leading, guiding and coaching professional staff• Extensive experience in IT resource allocation, management and annual financial planning• Experience in managing personnel and information technology resources• Advanced knowledge of Service Life Cycle• Advanced knowledge of system design, troubleshooting, configuration and audits.• Effective in producing desired results and achieving goals and objectives• Experience in working with all levels of staff with varying skill levels, management, stakeholders, vendors• Effective skill presenting findings, conclusions, alternatives and information clearly and concisely at all levels of the organization• Advanced knowledge of reporting tools used to measure voice applications and contact center performance • Advanced knowledge of automated systems • Experience in developing and managing business analyses • Ability to present service status, issues and risks clearly and concisely to all stakeholders• Strong demonstrated experience in effectively leading technical professionals with varying skill levels Desired• Advanced knowledge of Navy Federal's functions, philosophy, operations and organizational objectives• Advanced knowledge of Genesys Platforms on premise and cloud • Agile SAFe and Scrum Master FoundationsHours: Monday - Friday, 8:00AM - 4:30PMLocation: 820 Follin Lane, Vienna, VA 22180 | 5550 Heritage Oaks Dr. Pensacola, FL 32526Navy Federal is now hybrid! Our standard enterprise requirement for a hybrid schedule is to report on-site 4-16 days each month. The number of days reporting on-site will ultimately be determined by the employee's leadership and business unit needs. You will learn more throughout the hiring and on boarding process.Salary Range: $116,200 - $213,000 annuallyNavy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position.Posting End Date: 4/30/23Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. #LI-Hybrid Equal Employment Opportunity Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/DisabilityDisclaimerNavy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position.Bank Secrecy ActRemains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.- ID: #49766257
- State: Virginia Vienna 22180 Vienna USA
- City: Vienna
- Salary: $116,200 - $213,000
- Job type: Permanent
- Showed: 2023-04-23
- Deadline: 2023-06-21
- Category: Tv/film/video/radio