VP Contact Center

MERITRUST CREDIT UNION•Wichita, KS

18h•$145,515 - $181,894•Onsite

About The Position

Responsible for the daily operations of the Contact Center and leading the team to support the vision, mission, and strategic goals of the credit union. Responsible for meeting sales and service level goals. Reviews of department policies and procedures in order to promote workforce, service, and operational excellence. Oversee the strategy, operations, and management across both Kansas and Colorado markets contact centers, ensuring optimal member experiences across all communication channels. The VP will lead a team focused on delivering excellent member service, increasing efficiency, and supporting the overall mission and goals of the credit union. This position will be responsible for meeting member service goals, adoption of new technologies to increase efficiency, creating and executing strategies that improve member engagement, enhance service delivery, and ensure effective problem resolution.

Requirements

Bachelor's degree in related field preferred or equivalent work experience
Industry certifications such as Certified Call Center Manager (CCCM) or Certified Contact Center Professional (CCCP) preferred.
Deep understanding of the processes, technologies, and best practices for managing large-scale, multichannel contact centers, including inbound, outbound, and digital communications.
Familiarity with the financial services or credit union industry, including regulations, compliance standards (e.g., Dodd-Frank, PCI-DSS), and member expectations.
Expertise in creating strategies for improving customer/member satisfaction, engagement, and retention.
Knowledge of key performance indicators (KPIs), data analytics, and reporting tools to track and assess contact center performance.
Minimum of 10 years of experience in a contact center environment, with at least 5 years of experience in a senior leadership or management role.
Proven track record of leading large teams in a fast-paced, Member-centric environment, driving results through leadership and collaboration.
Experience with contact center software and technology integration (e.g., CRM systems, AI-driven support tools, telephony systems).
Experience managing and leading changes in fast-evolving environments, implementing new technologies, processes, or Member engagement strategies.
Knowledge of CRM systems (Salesforce, Zendesk, etc.) and advanced knowledge of contact center software and telephony systems.
Ability to work with data analytics tools (e.g., Excel, Power BI, Tableau) to evaluate and improve contact center performance.
Strong project management skills with the ability to lead initiatives from inception to completion, managing timelines, budgets, and resources.
Excellent verbal and written communication skills for interacting with internal teams, external partners, and credit union members.
Ability to develop and mentor staff, ensuring a high-performing, motivated, and engaged team.
Strong decision-making and problem-solving skills, with the ability to handle complex issues and conflicts in a professional manner.
A significant level of trust, credibility, and diplomacy is required.
In-depth dialogue, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.
Communications may involve motivating, influencing, educating, and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Responsibilities

Develop and implement contact center strategies that align with the credit union's goals and objectives, ensuring top-notch service delivery and operational efficiency.
Lead, motivate, and manage the contact center leadership team, ensuring they have the necessary resources, training, and support to succeed.
Oversee daily operations, including scheduling, call center metrics, workflow processes, staffing, and performance optimization.
Manage the team to achieve KPIs (Key Performance Indicators) such as service level agreements, call resolution time, and member satisfaction.
Utilize data and analytics to monitor and evaluate contact center performance, track trends, and generate reports for executive leadership. Implement continuous improvement initiatives based on this analysis.
Oversee the adoption and integration of new technologies to improve contact center efficiency, including CRM software, IVR systems, AI-powered tools, and more.
Ensure that standards are in place, and staff is held accountable to all regulatory and compliance requirements, including privacy and data security standards.
Develop and manage the contact center budget, controlling costs while improving performance and member service outcomes.
Responsible for meeting department's service and sales goals.
Manage direct reports to maximize productivity, efficiency, and the potential of the human assets of the company, including hiring, directing job assignments, monitoring staff performance, coaching, counseling, training, assuring compliance with regulatory requirements and organizational mission, values, policies and work rules.
Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate.
Tracks and reports statistical trends and recommends and implements ways to improve productivity and service levels.
Prepares reports for management as required.
Ensures that internal control procedures are followed.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Other duties as assigned.