Director of Contact Center

Job Overview:

• Leads the strategy and operations of the Contact Center, ensuring exceptional service across multiple communication channels.
• Collaborates with senior leadership and various departments to align the Contact Center’s goals with the overall objectives of the Credit Union.
• Leads all inbound teams, workforce management, quality assurance, systems administration, vendor relationships.

What You’ll Do:

• Establishes and maintains a quality assurance program, leveraging speech analytics and QA data to identify trends, remove member friction points and inform training and process improvement.
• Develops and implements standard operating procedures, ensuring consistency and efficiency in service delivery.
• Oversees the Contact Center budget, ensuring cost-effective operations while maintaining high service standards.

Qualifications:

• A minimum of seven (7) years of experience in contact center preferably in a credit union or other financial institution.
• Minimum of five (5) years in a management role overseeing workforce management, strategy, quality assurance, and systems administration.
• Bachelor's Degree in Business Administration, Management, or a related field of study.