Director, Contact Center

Langley Credit Union•Newport News, VA

5d•Hybrid

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 through assigned delivery channels, and promotes the credit union’s values and member experience. The Director conducts organizational reviews to identify strengths, weaknesses, opportunities, and threats; provides input for the annual business plan and budget; monitors results; and recommends vision and strategic goals. The position develops sales and service strategy to expand loan and share balances, builds annual plans to meet budget objectives, and serves as the primary liaison between senior management and Contact Center management. It leads, recruits, trains, and retains staff; develops consultative selling capability; and maintains quality assurance programs focused on continuous improvement and service-level performance. The Director analyzes results and trends, ensures adequate staffing, identifies opportunities to reduce costs or improve processes, troubleshoots Contact Center hardware and software, manages vendor relationships, and serves as the final resolution point for escalated member concerns.

Requirements

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

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 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 to foster continuous improvement and exceed Service Level Agreement performance.
Review and analyze results, forecasts, and trends for growth.
Recommend mid-course corrections to senior management to support achievement of annual budget objectives.
Ensure adequate staffing levels to support organizational and member needs.
Analyze operations and staff performance to identify potential cost reductions, process improvements, 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 meet departmental and organizational objectives for member and staff engagement.
Manage Contact Center vendor relationships and due diligence.
Provide final resolution 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 the first day and increases with every five years of service, up to a maximum cap.
Thirteen paid holidays, including the employee’s birthday and the day following 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-term and long-term disability insurance.
Complimentary life insurance and the option to purchase additional voluntary life insurance.
Flexible health care and dependent care benefits.