Director/Contact Center

About the Role

As the Director, Contact Center, you'll lead the strategy, people, and operations that shape how members experience the Credit Union through contact center channels. You'll develop high-performing teams, drive service and operational excellence, and use data, technology, and innovation to make it easier for members to get the help they need. Working across the organization, you'll ensure the Contact Center is a seamless extension of the overall member experience.

What You'll Do

• Lead, coach, and develop Contact Center leaders and employees while establishing clear performance expectations, service standards, staffing strategies, and a culture of accountability and engagement.
• Direct daily operations across phone, digital, and other service channels, ensuring efficient, accurate, compliant, and member-focused service.
• Monitor service, quality, productivity, staffing, and member experience metrics to identify trends and drive performance improvements.
• Oversee quality assurance, call monitoring, coaching, training, knowledge management, and escalation processes.
• Use member feedback and contact trends to identify service gaps and opportunities to improve the overall member experience.
• Partner with IT, Digital, Operations, Marketing, Lending, Retail, and other teams to enhance technology, processes, products, and member support capabilities.
• Evaluate and implement automation, artificial intelligence, self-service, and other technology solutions that improve efficiency and accessibility.
• Ensure Contact Center policies, procedures, security practices, and regulatory requirements are consistently maintained.
• Manage staffing, budget, vendors, and resources to support service, financial, and organizational objectives.
• Lead process improvement and change initiatives related to products, systems, technology, workflows, and organizational priorities.
• Support operational risk management, business continuity, cybersecurity, audits, and regulatory examinations.
• Prepare and present performance, financial, service, and member experience reporting to leadership, providing insights and recommendations.
• Serve as a strategic advocate for the Contact Center and partner across the organization to align operations with enterprise goals.

What We're Looking For

• Bachelor's degree in Business Administration, Finance, Management, Communications, or a related field preferred; equivalent education and experience may be considered.
• 7+ years of progressive experience in contact center, call center, member service, banking, financial services, or related operations, including 3-5 years of leadership experience.
• Proven success leading high-volume contact center operations and developing high-performing service teams.
• Strong knowledge of contact center operations, workforce management, quality assurance, performance management, and service delivery.
• Experience with contact center technology, CRM platforms, telephony systems, workforce management tools, and/or digital service channels.
• Strong ability to use operational and member data to identify trends, measure performance, and drive business decisions.
• Experience with process improvement, technology enhancements, automation, or AI-enabled solutions preferred.
• Understanding of financial services operations, member service, risk management, and regulatory requirements preferred.
• Strong leadership, coaching, communication, problem-solving, and relationship-building skills.
• Ability to balance strategic priorities with hands-on operational leadership in a fast-paced environment.
• Strong proficiency with Microsoft Office and business reporting tools.

In alignment with our commitment to pay transparency, we're pleased to share that the base range for this position is $115,000 - $130,000 per year, excluding fringe benefits or potential incentives. If you're hired, your final base pay will be determined based on factors such as skills, education, and experience. We also take pay equity seriously and consider the internal equity of our current team members as part of any final offer.

This job posting is for informational purposes only and should not be construed as a complete listing of the job responsibilities and requirements.

At this time, the Credit Union will not sponsor a new applicant for employment authorization or offer any immigration related support for this position (i.e., H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization). If you need sponsorship now or in the future, look for this statement in the job description before you apply: "The Credit Union will consider sponsoring a new, qualified applicant for employment authorization for this position". If this is not listed in the job description, we will not provide sponsorship for the candidate to work in the United States.

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