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Chief Customer Experience Officer
1 week ago
**About Us**
Nusenda Credit Union is committed to delivering exceptional member service and fostering a positive impact on the community. We strive to create a work environment that values diversity, equity, and inclusion.
Job Summary
We are seeking an experienced leader to serve as our Director of Contact Center. In this role, you will oversee the daily operations of the Contact Center, ensuring exceptional member experiences through phone, chat, and email interactions. You will maintain objectives, monitor performance, and drive continuous improvement in our service strategy.
Key Responsibilities
- Oversee the day-to-day operations of the Contact Center, ensuring seamless execution of our service strategy.
- Develop and implement plans to enhance member experience and improve operational efficiency.
- Lead cross-functional teams to achieve strategic objectives and drive business results.
- Analyze data to inform decision-making and drive process improvements.
- Maintain open communication with stakeholders, including employees, members, and management.
Requirements
- 5-8 years of leadership experience in contact center operations or a related field.
- Strong analytical and problem-solving skills, with the ability to derive innovative strategies.
- Excellent verbal, written, and presentation skills, with the ability to communicate effectively at multiple levels of the organization.
- Proven track record of driving business results and improving operational efficiency.
- Ability to adapt quickly to change and proactively communicate with stakeholders.
**Benefits:**
Nusenda Credit Union offers a competitive benefits package, including health and wellness options, competitive 401(k) matching contributions, professional development opportunities, and tuition assistance.
**Equal Opportunity Employer:**
Nusenda Credit Union is an equal opportunity employer, committed to diversity, equity, and inclusion. We welcome applications from qualified candidates who share our values.