Senior Director Call Center (Hybrid)

We're looking for a Senior Director to lead the day-to-day operations of our Contact Experience Center (CXC). The Senior Director guides and supports CXC inbound leadership in providing exceptional member service, achieving ambitious sales and service goals, while ensuring development and growth of CXC reps and team leadership.

Here's what you can expect from the job and what you need to be successful:

Job Duties

• Oversee daily contact center operations including but not limited to inbound and outbound calls, member escalations, and calls handled by our 3rd party contact center

• Lead and support CXC leadership in meeting service levels, sales goals, and ensuring exceptional service and work quality

• Develop, manage and execute on key strategies and initiatives within the CXC and greater organization to further the transformation and development of contact center and organizational priorities

• Create and deliver executive-level presentations on performance results and change proposals to operations, products, and programs

• Work collaboratively across the enterprise with senior leadership to engineer continuous process improvements

• Support and assist in the development of sales programs for one or more product lines

• Develop, forecast, and monitor budget and utilize operational resources

• Maintain awareness of financial and member service industry trends, strategies, and technologies

• Assist staff with problem resolution and issue escalation

• Identify and manage risk within business unit/functional area

• Foster a positive and productive work environment with a strong focus on employee engagement and development

Essential Skills

• Minimum Education: Bachelor's degree in Business Administration, or other related fields of study or equivalent experience

• Minimum 10 years' experience in the contact center industry with a focus on balancing exceptional service and consultative sales

• Minimum 7 years' of progressive experience leading a diverse team including hiring, coaching and performance management

• Broad knowledge of, and practical experience with, financial institution operating areas, functions, products and services and the laws and regulations that apply to credit unions

• Demonstrated experience in consultative selling techniques

• Aptitude for motivating and influencing others through a significant level of diplomacy and trust

• Ability to successfully drive projects, processes and change management concepts in a dynamic and complex operating environment

• Proficiency in creating and delivering a business plan and strategy that coincides with department and credit union directives

• Ability to foster internal and external business relationships to ensure alignment with business imperatives

• Outstanding presentation development and delivery skills

enefits options include:

• Traditional medical, dental, and vision coverage

• 401K matching up to 5% per pay period

• Accrue up to 17 days of Paid Time Off your first year of employment

• 11 paid federal holidays

• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)

Location: Rocklin Corporate Location, Rocklin, CA 95765

Target Compensation: $160,000 to $180,000 + annual bonus

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First Tech is not currently offering Visa sponsorship for this position

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