Director of Call Center Operations

5 days ago

Fort Worth, Texas, United States EECU Full time
Job Description

EECU is seeking a highly skilled and experienced Director of Call Center Operations to lead our contact center team. As a key member of our organization, you will be responsible for overseeing and enhancing our overall contact call center operations and strategic leadership.

Key Responsibilities:

  • Oversee daily operations to ensure efficiency, productivity, and adherence to service level agreements (SLAs).
  • Manage call volume, staffing levels, all call metrics, escalations, and other activities to ensure a high-quality service delivery.
  • Continually monitor performance indicators (KPIs) and metrics, making data-driven decisions to improve call center performance.
  • Manage and oversee technology platforms (telephony, workforce management systems) to support operational excellence.
  • Support team members' career planning and advancement, including recruiting, staffing, training, development, coaching, performance reviews, and performance management.
  • Create a culture of accountability and continuous improvement among team members.
  • Ensure the call center provides exceptional service to members, addressing inquiries, resolving issues, and enhancing overall satisfaction.
  • Serve as an escalation point for supervised staff and coordinate timely handling of questions, issues, or anomalies that may surface.
  • Develop and implement strategies that optimize performance, enhance member satisfaction, and drive business growth.
  • Collaborate closely with key stakeholders, executive leadership, IT, BSA's, BPA's, to gain an understanding of system features and technical feasibility.

Requirements:

  • Bachelor's degree in a relevant field; five or more years of general bank and/or lending experience.
  • Proven experience leading successful Call Center operations.
  • Comprehensive knowledge and understanding of financial institution and lending products, services, and best practices.
  • Ability to manage and motivate a team of individuals with varying skill sets.
  • Exceptional customer service and sales skills with the ability to act with integrity, professionalism, and confidentiality.
  • Excellent organizational skills with the ability to provide leadership, supervision, and training for multiple employees.
  • Exceptional oral, written, and interpersonal communication skills.
  • Excellent time management skills and ability to analyze urgent situations and prioritize needs.
  • Experience with Jack Henry Symitar, Meridian Link digital banking platform, and TalkDesk is a strong plus.
  • Must be an initiative-taker, motivated to learn, and take ownership of the role, and able to execute without constant supervision.
  • Strong analytical and critical thinking skills, and able to work well under pressure.
  • Strong listening and communication skills, and a client-centric continuous improvement mindset.
  • Experience managing staff that are hybrid is preferred.
  • Experience developing and implementing process automation, quality control activities, and performance-based metrics is preferred.

EECU is an Equal Opportunity Employer and does not discriminate against applicants due to veterans status or on the basis of disability. For more information on our organization and benefits, please visit EECU Careers.

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