Contact Center Director

Oklahoma's Credit Union • Oklahoma City, OK

6h • Onsite

About The Position

Oklahoma's Credit Union (OKCU) is seeking a Contact Center Director to lead their contact center team. This role is responsible for delivering outstanding service, meeting performance expectations, and contributing to overall team success. The Director will drive contact center transformation by implementing and optimizing various digital communication channels, including voice, text, live chat, digital teller, and video banking. This involves leading large-scale change initiatives, partnering with various departments (IT, Digital, Operations, Compliance, Marketing, Training), and executing a multi-year transformation strategy. Key responsibilities include developing workforce capacity plans, ensuring digital service standards, managing vendor performance, and providing executive reporting. The role also involves consistent employee coaching, performance reviews, and fostering a culture of recognition and accountability aligned with OKCU's core values.

Requirements

• Bachelor’s degree in a related field preferred; equivalent combination of education and relevant leadership experience will be considered.
• Seven or more years of progressive leadership experience in a contact center, operations, digital delivery, retail delivery, or member service environment within a banking or financial institution setting preferred, with director-level experience strongly preferred.
• Required experience executing wide-scale change at a community financial institution, including implementation or expansion of voice, text, live chat, digital teller, video banking, and other digital communication channels.

Responsibilities

• Lead the contact center team in delivering outstanding service, meeting performance expectations, and contributing to overall team success.
• Fully understand and assist members with credit union products and services.
• Drive contact center transformation by implementing and optimizing voice, text, live chat, digital teller, video banking, and future digital communication channels.
• Lead large-scale change initiatives by preparing the team, communicating expectations, removing barriers, and reinforcing behaviors that improve service delivery, employee adoption, efficiency, and member experience across all contact center channels.
• Partner with IT, Digital, Operations, Compliance, Marketing, Training, and other stakeholders while representing team needs, preparing employees for change, and ensuring implementations are well-planned, well-communicated, compliant, and aligned with Oklahoma’s Credit Union’s core values.
• Execute multi-year transformation strategy, channel roadmaps, implementation milestones, sustained employee adoption, and measurable outcomes.
• Develop workforce capacity plans across channels, including staffing, scheduling, service levels, skill development, and member demand, to ensure the team is equipped to perform effectively.
• Ensure digital service standards support member authentication, privacy, security, compliance, and record-retention requirements.
• Manage vendor performance, implementation milestones, escalation paths, issue resolution, and ongoing service improvement for contact center and digital communication platforms.
• Provide executive reporting on transformation progress, risks, resource needs, adoption levels, service performance, and business outcomes.
• Meet with employees consistently to review goals, performance, behaviors, development needs, and career interests; provide timely coaching, recognition, correction, and follow-up to support individual and team growth.
• Create a culture of recognition by celebrating strong performance, service excellence, teamwork, and behaviors that reflect Oklahoma’s Credit Union’s core values.
• Assess the current contact center culture and establish clear standards for professionalism, ownership, communication, teamwork, accountability and member service.
• Create and maintain written development plans for each employee, provide ongoing feedback throughout the year, and complete meaningful annual performance reviews that reflect results, behaviors, growth, and future development opportunities.
• Perform job duties within our bylaws, regulations, Board of Directors' policies, established internal and external service standards and work procedures.
• Attend and participate in credit union training meetings, seminars or other sessions, in-house or off-site; and encourage team member participation in training sessions.
• Ensure confidentiality regarding member transactions and information.
• Ensure compliance with all credit union policies and procedures.

Benefits

• Employee medical coverage 90% paid by OKCU
• Employee dental, vision and life insurance paid by OKCU
• Tuition reimbursement program
• 401(k) contribution match of up to 3%, plus additional profit-sharing match of 3%
• Volunteer opportunities to serve the community
• Gym membership reimbursement
• Comprehensive training opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree