Director Of Contact Center

The Director of Contact Center is an onsite role that provides leadership and coaching for all team members and directly oversees a Financial Center Manager, 3 Assistant Managers, and a Team Member Success Supervisor (quality assurance). The Director ensures exceptional service in successfully addressing and anticipating our members' financial needs and enhancing the virtual telecommunications experience. The successful candidate will engage and inspire our Vision of Empowering Generations, Transforming Communities.

Leadership & Team Management

• Lead exceptional service delivery through comprehensive virtual services management, with consistent focus on maintaining service levels efficiently within prescribed standards for all channels.

• Directly manage and develop contact center Assistant Managers, the front-line leaders for the contact center staff, through both regular check-ins and ad hoc meetings.

• Directly manage and develop Summitt East's Financial Center Manager, the front-line leader of a fully functional financial center on the main floor of our corporate headquarters, through both regular check-ins and ad hoc meetings.

• Hire, train, coach, and evaluate performance of both direct reports and line contact center team.

• Determine and evolve staffing model and coordinate team scheduling, ensuring adequate coverage to manage call volume effectively.

• Monitor all queues to ensure optimal service coverage and schedule adherence of team members.

• Create, implement, review, and enforce contact center policies and procedures, to include written Standard Operating Procedures (SOPs).

• In partnership with the `training team, create, deliver, and evolve targeted training to maintain proficiency of contact staff in core duties.

• Develop tools, templates, and FAQs to empower team members with accurate information for efficient handling.

• Develop strong working relationships with fellow managers to facilitate effective solutions for cross-functional issues. Play a leading role among peers as part of the credit union's management team.

• Drive quality assurance program including comprehensive channel quality review with team members, leadership, etc. to enhance team performance and member satisfaction, with a focus to include first contact resolution.

• Regularly reviews member feedback for opportunities for improvement and ensures timely contact with members who need follow-up.

• Serve on internal Process Improvement (PIP) Committee, which drives opportunities to enhance the member and team member experience, and other committees and project teams as needed.

• Proactively monitor contact center performance and staffing, making hiring and/or organizational recommendations to executive leadership to ensure performance standards are maintained.

• Identify, recommend, and implement opportunities for members to fulfill needs through fast and efficient options, including enhancing self-service information and options for basic needs across all credit union channels to clear the way for team members to efficiently handle more complex issues.

• Write and conduct annual performance reviews and quarterly and weekly feedback sessions, along with compensation reviews.

• Proactively communicate team key objectives and deliverables, scheduling, tracking, and reporting.

• Proactively monitor team performance, identify training opportunities, and provide coaching to improve performance, including taking disciplinary action as needed.

• Provide professional and articulate written and verbal feedback to team members, peers, and executives.

• Assign, delegate, coordinate, and monitor the work of team members assigned to projects.

• Develop and motivate team members to achieve individual, department, and company goals.

Service Excellence

• Maintain a professional, pleasant, patient, and friendly attitude during all internal and external interactions.

• Serve as topmost point of contact for escalated member concerns, as facilitated by gaining a rapid understanding of all product offerings to accurately respond to issues and assist team.

• Resolve formal complaints by working across multiple teams to devise solutions and provide appropriate and timely responses to members, partners, and external agencies.

• Handle complex inquiries and escalations and ensure they are seen through to resolution.

• Engage and inspire the team to deliver exceptional member service and drive results.

• Be a servant leader, willing to dive "into the trenches" with the team to handle or monitor calls and interactions or other items as needed.

Analytical/ Technical Capabilities

• Use data and metrics to continuously evaluate and identify opportunities to drive process improvements that positively impact the credit union.

• Manage the case management workload for the contact center, assigning cases and other work items to the contact center team efficiently to preserve adherence to key service level metrics.

• Prepare contact center performance reports, both periodic and ad hoc, by collecting, analyzing, and summarizing data and trends.

• Primary point of contact to the contact center software vendors to quickly manage any service issues or outages.

• In partnership with IT department, serve as primary contact to phone system vendor, proactively and rapidly engaging them to resolve any connectivity or service problems while keeping leadership informed, as well as virtual service vendors for other channels (secure messages, etc.).

• In partnership with IT department, evaluate call center capabilities and make recommendations for improved or additional features.

• Develop, evolve, and evaluate phone system menu, hold messages, and chat bot/AI FAQ to optimize member experience and improve efficiency.

Leadership & Strategy

• Provide strategic direction to ensure team growth and development.

• Liaise between leadership and other functional areas to ensure effective communication flow and information sharing.

• Share knowledge of processes, procedures, and pain points to provide and/or solicit recommendations for continuous improvement.

• Using organizational discretion, apply critical thinking and problem-solving skills to member related issues.

• Analyze broad organizational aspects and effectively communicate to influence decisions across departments for services, processes, and strategic decisions.

• Accomplish organizational goals by accepting ownership and embracing new and different requests, to include leadership of cross-functional improvement initiatives spanning teams and processes outside the contact center.

Other Responsibilities:

• Performs job duties in accordance with policies established by the Board of Directors under the rules and regulations set by the National Credit Union Administration, the State of Florida and any applicable State laws for financial centers located in other States.

• Complies with Reg E, BSA, OFAC and CIP requirements such as reporting suspicious or unusual activity to manager.

• Fully supports in actions and words First Commerce's Vision, Mission, Core Values and Service Standards.

• Attends meetings timely and as required; reports to work as scheduled and adheres to First Commerce's dress code.

• Performs other duties as assigned.

Required Skills:

• Ability to manage daily team performance tasks through the full spectrum of seasonal volume. Provide coaching, feedback, training, and team development to improve performance, and serve as a thought and culture leader.

• Ability to quickly learn complex, nuanced product features and details, as well as the internal systems.

• Ability to serve as the highest-level escalation point of contact within the contact center, with rapid cross-functional problem-solving ability in response to sensitive member issues.

• Ability to oversee and enhance a robust contact center quality assurance program.

• Skill and comfort with the entire range of hiring, performance management, and termination responsibilities.

• Ability to analyze contact center performance data and use analysis-derived insights to make recommendations to peers and executives for process improvements which enhance call center performance and the member experience.

• Comfort with providing reports, briefings, and recommendations to senior leadership, both periodic and ad hoc.

• Relentless focus on driving and delivering optimal member and team member experience, even in areas outside of the contact center.

• A soft skills expert who is unflappable even in the most demanding circumstances, modeling behavior that strengthens team performance, morale, and wellness.

• Ability to work both independently as well as collaboratively to make decisions in a timely manner while ensuring all relevant information is shared with supporting teams.

• Ability to independently own and drive solutions to complex challenges for achievement of strategic objectives.

EDUCATION AND EXPERIENCE:

• Bachelor's degree in Business, Business Management, Finance, Business Psychology, Industrial Psychology, Organizational Psychology, or other related field; MBA preferred

• 7+ years of experience in leading a multifaceted contact center and sales, servicing, and delivery of products and services while ensuring exceptional virtual member experience.

• Managed a contact center with at least 30 agents and 900 calls per day.

• Banking and/or financial industry experience highly preferred.

• Advanced computer skills and proficiency in Microsoft Office products.

• Strong skills in organizational, planning, interpersonal, analytical, problem-solving, and research.

• Must have a valid driver's license and be able to travel within the credit union's footprint as needed.

BENEFITS:

• We are pleased to offer our team members:

• Competitive annual salary (to be disclosed to candidates meeting minimum qualifications)

• Health, dental, vision, disability, life, and pet insurance options with generous company sponsorship which includes free 24/7 mental & behavioral telehealth coverage

• Two (2) weeks paid time off (this increases to 3, 4, and 5 weeks with additional years of service)

• One (1) week sick leave (this increases to 2 weeks with additional years of service)

• Eleven (11) paid holidays, one (1) personal floating holiday, and paid volunteer time

• 401k with up to 4% employer match, vested from your first day on the job

• Eco-friendly cash bonus for carpooling, biking, or using public transportation

• Professional development programs, scholarships, and internal committee leadership opportunities

• Charitable contribution matching

• Exclusive rewards and discounts on things like movie tickets, travel, shopping, and more

• Referral incentives for mortgage products and recruitment

• Fun perks in the office with a company culture where you are more than just a number

If you think you'd be a good fit, we'd love to see you apply!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.