Director of Contact Center
P
Peak Credit Union Credit Union
Washington (WA) or Oregon (OR)Full-TimeDirector
Salary164736 - 187200 USD per year
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Job Details
- Experience
- 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.
- Required Skills
- Artificial IntelligenceQuality Assurance
Requirements
- 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.
- Experience with multi-channel support, including phone, chat, and secure email.
- Strong understanding of contact center operations, best practices, and industry standards.
- Excellent strategic planning, organizational, and problem-solving skills.
- Proficiency in contact center technologies, including Ai, telephony, call routing, chat, secure email, QA and Workforce Management principles and software.
- Demonstrated commitment to continuous improvement and member satisfaction.
Responsibilities
- Develops and executes the strategic vision for the Contact Center, aligning with the Credit Union's mission, vision, values and objectives.
- Initiates and drives department and enterprise-wide projects.
- Leads and develops the Contact Center Team, establishing performance metrics/KPIs, sales goals, coaching and recognition practices, and a player lead culture of excellence, innovation, employee feedback, continuous learning and employee development, and process improvement.
- Champions a member-centric approach to deliver exceptional service and strengthen member loyalty across all channels.
- 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.
- Leads workforce management, including planning, scheduling, resource allocation, real-time adherence and forecasting to ensure appropriate staffing, coverage, and service levels.
- Leverages technology to streamline operations, improve service delivery, mitigate risk, ensure effective system integration and data flow across Contact Center platforms.
- Manages vendor relationships, service levels and costs, negotiates contracts and agreements to ensure best value and service.
- Serves as a key point of contact for Contact Center-related matters, representing the department in meetings and strategic discussions.
- Identifies and mitigates operational risks ensuring compliance with regulatory requirements and industry standards.
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