Director, Contact Center

Langley Federal Credit Union•Newport News, VA

7d•$92,100 - $118,600

About The Position

The Director of Contact Center is responsible for the strategic growth, direction, and operational effectiveness of the Contact Center. The role develops business plans and solutions for strategic issues, directs sales and service efforts, and promotes the credit union’s values and member experience across assigned delivery channels. The Director conducts organizational reviews, provides input for the annual business plan and budget, monitors results, and recommends vision and strategic goals.

Requirements

Bachelor’s degree in a related field or equivalent experience in a financial institution or contact center environment.
At least three years of related management experience.

Nice To Haves

Eight years of related management experience is strongly preferred.

Responsibilities

Develop the strategic direction for sales and service to expand the credit union’s loan and share balances, in collaboration with senior management.
Build an annual sales and service plan to accomplish objectives established in the annual business plan and budget.
Serve as the primary liaison between senior management and Contact Center management.
Lead staff through coaching, guidance, and modeling behaviors and sales strategies that support the member experience and resolve work issues.
Recruit, train, and retain qualified sales and service staff; work with member contact staff to build competence in consultative selling.
Develop, implement, and maintain internal and external Quality Assurance programs that promote continuous improvement and strong Service Level Agreement performance.
Review and analyze results, forecasts, and trends; recommend mid-course corrections to senior management to achieve annual budget objectives.
Ensure staffing levels meet organizational and member needs.
Analyze operations and staff performance to identify opportunities for cost reduction, process improvement, or policy changes.
Perform root cause analysis and troubleshoot Contact Center hardware and software to maximize performance.
Align Contact Center objectives with organizational and member service objectives.
Provide support and data for policy formulation that promotes products and services.
Partner with internal peers to achieve departmental and organizational objectives for member and staff engagement.
Manage Contact Center vendor relationships and due diligence.
Serve as the final resolution point for escalated member concerns.

Benefits

Affordable medical, dental, and vision plans.
Educational assistance, including books, lab fees, and registration costs.
Student loan repayment support.
Career growth opportunities.
Paid vacation that accrues from day one and increases with service, subject to a maximum cap.
13 paid holidays, including the employee’s birthday and the day after Thanksgiving, plus floating holidays.
Paid sick time.
401(k) plan with a 6% company match, immediate vesting, and a Roth IRA option.
Company-covered short- and long-term disability insurance.
Complimentary life insurance and optional voluntary life insurance.
Flexible health care and dependent care benefits.