Director, Contact Center Sales And Service

SUMMARY:

The Director of Contact Center Sales and Service will direct Teachers strategic plan while managing performance, risk, and member and employee experience. This role is responsible for the sales and service delivery of the Contact Center by achieving key performance metrics. The Director is responsible for planning, organizing, and managing sales and service activities for an inbound contact center.

EDUCATION and EXPERIENCE:

• Bachelor's degree required or minimum of eight years' experience in Call/Contact Center operations or sales and service role managing direct reports

• Minimum six years of relevant experience in consumer banking/financial services

• Minimum of three years leading or influencing others required

• Proficiency in Microsoft Office (Outlook, Excel, PowerPoint) and Google Workspace (Sheets, Docs, Slides) required

JOB DUTIES:

• Leads a team responsible for contact center sales and service to drive high level employee and member engagement

• Drive execution of strategies to deliver exceptional service levels for all interaction types available, including inbound calls, emails, web chats, and secure messages

• Monitor and constantly update overall contact center performance by leveraging key metrics, including average talk time, first contact resolution, contact transfer levels, abandon contacts, etc.

• Manage and lead processes for the continuous improvement of the member experience

• Recommend and implement efficiencies to achieve established service level goals

• Drive high performance and exceptional quality interactions throughout the center

• Implement performance plans to achieve goals for member acquisition, retention and overall growth

• Strategically collaborate with internal business partners to deepen member relationships and help members meet their financial goals

• Continuously evaluate workflow and identify opportunities to drive improvements in overall sales and service levels

• Keeps abreast of and complies with policies, procedures, guidelines and related laws/regulations, and ensures that staff comply

• Provide business performance updates to Senior Leaders

• Performs all duties inherent in the role of a director

ESSENTIAL SKILLS:

• Proven customer/member sales and service leadership effectiveness

• Extensive Contact Center operations, including coaching and training

• Effective leadership and analytical skills including working knowledge of high-level budgeting, staffing models, scheduling, and industry technology solutions

• Strong mentoring and relationship building skills

• Demonstrated project and budget management skills

• Strong business acumen with a broad understanding of fundamental business principles

• Analytical problem-solving skills with an impeccable attention to detail

• Ability to help set overall strategy and drive process improvement

• Excellent oral and written communication skills

• Strong interpersonal skills and effective working relationships with all stakeholders, both internal and external

Benefits of Joining the Teachers Team:

We provide a competitive compensation and benefits package that includes, but is not limited to:

• Paid time off for vacation, personal days, and holidays

• Fully-funded pension plan

• 401(k) company contribution

• Teachers pays 100% Premium Coverage for Vision & Dental Care

• Tuition reimbursement is offered to full-time employees

• Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers

• Flexible hybrid schedule for eligible positions

The good faith range for this position is $135,000 to $167,000 annually. This range is an estimate, based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law.

All candidates will be subject to a background check, credit check, and drug test to determine employment eligibility.

To learn more about Teachers and to view a full list of our job opportunities please visit https://www.teachersfcu.org/about/careers

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