Technical Risk Analyst identifying risks related to technology infrastructure at Navy Federal. Collaborating with teams to develop risk management strategies against cyber threats.
About the role
- Overseeing contact center operations and guiding teams on best practices. Ensuring compliance and achieving performance targets while supporting staff and managing training and resources.
Responsibilities
- Oversees and offers guidance around current contact center operational processes
- Establish operational targets, best practices, and training programs that support service, quality, and efficiency standards
- Supports contact center staff with day-to-day oversight and resources for contact center operations
- Oversees daily operations of contact center teams by planning, directing, and evaluating team performance
- Monitors interactions, workflow, and metrics of the contact center
- Serves as primary point of contact for contact center and operations employees and resolves complex issues
- Manages and maintains policies, procedures, and regulations to ensure compliance requirements are achieved
- Provides training and coaching to direct reports for operational improvement within the contact center
- Evaluates contact center operations team on performance and provides feedback on improvement opportunity and career growth path
- Collaborates with training teams to develop, review, and approve of appropriate training materials and/or programs for contact center operations team members
- Supports contact center operations senior management with onboarding, hiring, and training new employees, recent promotes, and transfers to department
- Performs other duties as assigned
Requirements
- Requires a Bachelor's degree and 4+ years of related experience
- Equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position
- Must be authorized to work in the U.S. without the need for employment-based visa sponsorship
Benefits
- competitive pay
- health insurance
- 401K and stock purchase plans
- tuition reimbursement
- paid time off plus holidays
- flexible approach to work with remote, hybrid, field or office work schedules
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Senior Technical Risk Analyst responsible for identifying and mitigating technical risks for the organization. Collaborates with teams to ensure compliance and develop risk management strategies.
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