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Director Contact Center

2 months ago

Washington, United States Kitsap Credit Union Full time

Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 16 branches throughout Western Washington. We have a passion for making a positive difference. As a $2 + billion-asset credit union, we are deeply committed to our members’ financial wellbeing and the prosperity and quality of life in the communities we serve. We are proud to be led by individuals with the experience and skills to drive our organization towards our goals for strategic growth and operational excellence. Our KCU Cares Foundation program focuses on providing resources and support for those struggling with homelessness or hunger and improving the financial well-being of the people in our communities. And beyond monetary efforts, we have provided thousands of hours in staff volunteerism and in-kind support.

At Kitsap Credit Union, our success is built on trust-based relationships and personalized service. We understand our employees are key to our success. They provide the personalized service to our members and contribute to the communities where we live. We are committed to providing a supportive, mission-driven, and inclusive culture where employees can grow their careers. To learn more, visit kitsapcu.org .

About the role:

Kitsap Credit Union is searching for an inspiring, collaborative, and experienced Contact Center Director to lead our Contact Center in East Bremerton, WA. This position is responsible for the strategic execution of Contact Center operations. Responsible for the ongoing development and implementation of best practices within the Contact Center to optimize efficient operations and achieve the highest level of member satisfaction. Ensures the Credit Union’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increasing the use of resources and adaptation of technologies to increase efficiency and achievement of metrics. Contributes to the Credit Union’s overall operations targets as well as daily business decisions and is continually engaged in leading and inspiring employees.

What you will do:

  • Provides strong, dynamic leadership that mentors, develops, and guides employees to efficiently leverage the value of every call, driving a sales/service culture which results in sustained member growth and member satisfaction.
  • Promotes and implements strategic plans for future growth and diversification, with an eye to keeping the credit union abreast of cutting-edge contact center technology and processes.
  • Optimize efficient operations and achieve the highest level of member satisfaction.
  • Ensure the Credit Union’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increasing the use of resources and adaptation of technologies to increase efficiency and achievement of metrics.
  • Contribute to the Credit Union’s overall operations targets as well as daily business decisions and is continually engaged in leading and inspiring employees.
  • Lead and manage the creation and execution of performance metrics aligned with organization goals such as call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance.
  • Establish and implement continuous process improvement by monitoring member interactions and obtaining direct member feedback on the standards of service delivered by the contact center.
  • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and employee development.
  • Build relationships with vendor partners to ensure product maximization which may include researching, recommending, and prioritizing vendor selection processes.
  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels, and supervision.

This role is right for you if you have previous leadership experience within contact or call center environments. You pride yourself on understanding the big picture while not losing sight of the people working inside of it. Your previous employers cite your strong commitment to your team and growing their skills as a strength and previous coworkers and subordinates talk about the ways you creatively responded to changing business needs. Your friends refer to you as one of the most motivated people they know, and your family appreciates the way that you make decisions based on your shared values while not sacrificing having fun.

What you will bring:

Basic Qualifications

  • Bachelor’s Degree in Business or related field, or equivalent experience, required.
  • Minimum of 5 years related experience in bank operations with a focus on telephone customer service/support and a minimum of 2 years contact center management experience in a financial institution.
  • Possess a minimum of 3 years’ current working knowledge and experience with workforce management for call centers.

Preferred Qualifications

  • Proven experience managing metrics, ensuring customer satisfaction, and reporting key performance indicators and metrics related to the Call Center.
  • Robust knowledge of new account and lending products and services.
  • Must have strong knowledge of banking policies, regulations, compliance, controls, guidelines, and procedures.
  • Proficient in the use of e-banking products to include online banking systems, bill pay services and mobile banking /deposits.
  • Demonstrates a high level of engagement and active collaboration contributing to a positive team environment.
  • Previous experience with call center management software such as NCR, Fiserv, Cash Edge, ITalk, Silvercloud, G12, NICEinContact, or similar software.

Our Values:

Integrity: We believe in acting with honesty, trust, and respect which are at the forefront of our daily engagement.

Responsibility: We believe that responsibility is holding ourselves accountable for our decisions, actions, and their outcomes.

Collaboration: We believe in the power of a diverse group of people working together to achieve a united outcome.

Authenticity: We believe activities in actions that demonstrate our commitment to be transparent, dependable, and genuine in everyday.

Quick Facts:

Seniority level:Manager

Reports to:VP, Member Experience

Salary Range: $120,944.33 to $181,416.49 depending on experience.

Bonus target: 14% of base pay (potential incentive).

Working hours:Monday - Friday 8AM - 5PM

Grade:14BC

Job Functions:Management, Business, Analyzing, Strategizing, Leadership

What We Offer:

Not only are we one of the largest credit unions in Washington State, and growing, but we are also a company that cares about its employees. We back that up for our employees by offering competitive pay and a benefits package that helps support you and your family’s lifestyle. We value our employees, and we strive to keep our benefits comprehensive and affordable. Some of our benefits include:

  • Free onsite parking
  • Annual time off and sick time accrued.
  • 10 Paid holidays
  • 2 Personal days
  • Medical, Dental, Vision, Short- and Long-term Disability, Life and AD&D Insurance
  • Employee Assistance Program
  • Choose from a PPO medical plan or a High Deductible with a Health Savings Account
  • 3% KCU funded Safe Harbor Contribution to your 401K
  • KCU will match up to 2% of your 401K contributions
  • All 401K contributions are 100% vested
  • Potential annual incentive in all roles within Kitsap Credit Union
  • 8 hours of paid volunteer time off
  • Discounts on KCU's products and services
  • Paid Care.com membership including back up childcare reimbursement
  • Paid Rethink Care subscription, a personal wellness and professional resilience program

Employment:

Employment is contingent upon satisfactory credit, background, and reference checks.

Kitsap Credit Union provides equal employment opportunity (EEO) to all persons regardless of sex, marital status, race, color, religion, national origin, age, veteran status, disability, genetic information, or any other protected status.

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