Bachelor's Degree in a related field or equivalent experience in a financial institution or contact center environment required.
Three years of related management experience required; eight years strongly preferred.
Responsibilities
Develop strategic direction for sales and service to expand loan and share balances.
Build annual sales and service plans to meet budget objectives.
Serve as primary liaison between senior management and contact center management.
Provide dynamic leadership through coaching and modeling key behaviors.
Recruit, train, and retain a qualified sales and service staff.
Implement and maintain effective Quality Assurance programs for continuous improvement.
Analyze results and trends, providing recommendations for achieving budget objectives.
Benefits
Opportunities for professional development and continuous learning.
Supportive work environment that values diversity, equity, and inclusion.
Dynamic leadership culture focused on member experience and engagement.
Full Job Description
The Director of Contact Center is responsible for the strategic growth, direction, and operational effectiveness of the Contact Center. This role develops business plans that support and introduce solutions for strategic issues that impact the changes in direction; directs the sales and service efforts by creating an atmosphere that is aggressively committed to the values of the credit union, and by achieving its member experience through assigned delivery channels. This role conducts organizational reviews to identify strengths, weaknesses, opportunities, and threats. The Director provides critical input for the annual business plan and budget; monitors results and recommends vision and strategic goals.
Essential Functions, Duties, and Responsibilities:
Develops the strategic direction for sales and service to expand loan and share balances of the credit union within the context of its overall strategic objectives, in collaboration with the senior management.
Builds an annual sales and service plan to accomplish budgeted objectives dictated in the annual business plan and budget.
Serves as the primary liaison between senior management and contact center management.
Provides strong, dynamic leadership to staff through coaching, guiding, and modeling of key behaviors/sales strategies that supports the member experience and facilitate resolutions to work issues.
Recruits, trains, and retains a well-qualified sales and service staff. Works directly with member contact staff to ensure their competence in consultative selling.
Develops, implements, and maintains effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
Reviews and analyzes results, forecasts, and trends for growth. Provides recommendations to senior management for mid-course corrections to ensure the achievement of annual budgeted objectives.
Ensures adequate staffing levels to support organizational and member needs.
Analyzes operations and evaluates staff performance in meeting objectives to determine areas of potential cost reduction, process improvement, or policy change.
Performs root cause analysis and troubleshoots Contact Center hardware/software to maximize Contact Center performance.
Strategically aligns contact center objectives with the organization and member service objectives.
Provides support and data for policy formulation promoting products and services.
Partners with multiple internal peers to meet departmental and organizational objectives for member and staff engagement.
Manages contact center vendor relationships and due diligence.
Serves as final resolution for escalated member concerns.
Qualifications:
Bachelor's Degree in related field or equivalent experience in a financial institution or contact center environment required.
Three years related management experience required; eight years related management experience strongly preferred.
Targeted Salary Range- $92,100 - $118,600 depending on qualifications and experience
Competencies:
Service Champion - Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
Langley Ambassadors - Demonstrates a passion for Langley's vision, encouraging diversity, equity and inclusion while considering Langley's values when making decisions and taking accountability for delivering results.
Agile in Action - Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.
Team Driven - Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
Continuous Learners - Maintains an understanding of Langley's business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.
