Director, Call Center (Banking) - Fort Worth

EECU•Fort Worth, TX

12d•Onsite

About The Position

EECU is seeking a strategic, results-driven Director of Call Center to elevate and transform our member contact experience. This role is a high-impact leadership opportunity to modernize operations, optimize workforce strategy, and shape how members engage with us across voice, digital, AI, and emerging service channels. This leader will play a pivotal role in strengthening digital adoption, enhancing operational performance, and delivering exceptional member service — while preserving the high-touch experience EECU is known for. This is a full-time onsite leadership role at our EECU Cullen Operations Center. As Director of Call Center, you will set the vision and strategy for EECU’s multi-channel contact center operations, serving thousands of members annually across voice, chat, messaging, SMS, IVR, and AI-enabled self-service platforms. You will lead a high-performing leadership team and own the performance, efficiency, and continuous evolution of the contact center. Success in this role means delivering measurable improvements in service levels, operational efficiency, digital engagement, and member satisfaction — while building a strong, engaged culture. This role carries enterprise visibility and influence, partnering cross-functionally to drive meaningful organizational impact.

Requirements

Bachelor’s degree in a relevant field
5+ years of banking and/or lending experience
Proven success leading a high-performing contact center
Strong background in digital banking operations and performance management
Deep understanding of financial institution products, services, and best practices
Experience building and managing KPIs and performance-based metrics

Nice To Haves

Demonstrated success driving process improvement and automation initiatives (preferred)
Successfully lead hybrid team environments (preferred experience)
Jack Henry Symitar
MeridianLink
Talkdesk
Workforce management and analytics platforms

Responsibilities

Strategic Leadership & Innovation
Define and execute the long-term strategy for EECU’s multi-channel contact center
Lead digital transformation initiatives, including automation and AI-enabled service solutions
Evaluate emerging technologies and partner with vendors to drive innovation and accountability
Translate operational data into enterprise-level insights that influence business strategy
Operational & Financial Excellence
Oversee daily operations to ensure productivity, quality, and SLA achievement
Own workforce planning, capacity modeling, and staffing strategy
Drive measurable improvements in AHT, service level, cost per contact, first-call resolution, and digital adoption
Manage departmental budget, vendor relationships, and contract performance
Develop KPIs and reporting frameworks that measure performance, efficiency, and member experience
Member Experience Leadership
Champion a culture of service excellence and accountability
Strengthen the end-to-end member journey across all contact channels
Ensure complex member issues are resolved with professionalism and sound judgment
Balance efficiency with personalized member engagement
Team & Culture Development
Build, mentor, and inspire a high-performing leadership team
Drive recruitment, succession planning, leadership coaching, and performance management
Foster a culture of accountability, continuous improvement, and measurable results
Successfully lead hybrid team environments (preferred experience)
Cross-Functional Partnership
Collaborate with Executive Leadership, IT, Compliance, Fraud/BSA, and enterprise stakeholders
Ensure alignment between service delivery, regulatory compliance, and operational strategy
Evaluate system capabilities and technical feasibility to enhance member-facing solutions