Contact Center Director

Contact Center Director (Full Time)

Location: Tallahassee, FL (in-office)

Schedule: Monday - Friday

Compensation: Competitive annual salary plus generous benefits package (see below for details)

Summary of Qualifications:

• Have obtained a bachelor's degree

• AND have 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 of at least 30 agents with a minimum of 900 calls per day
• Ability to pass a criminal background check, credit check and drug test

Full Job Description

About Us: First Commerce Credit Union is a financially strong, growing member-owned cooperative serving consumer and business needs in nearly 40 counties across North Florida and South Georgia. Credit unions operate under a common philosophy of people helping people - individuals who share a passion for supporting their communities. Credit unions provide financial wellness resources, help local businesses grow, and are committed to helping members build their savings, invest in their futures, pursue their financial goals, and much more.

About the Position: The Contact Center Director provides leadership and coaching for all team members and directly oversees 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 purpose of empowering people to enhance their financial well-being.

We think you'll succeed in this role if you:

• Thrive in a fast-paced environment where new challenges come up every day
• Love to develop and motivate team members to achieve individual, department, and company goals
• Take initiative and provide strategic direction to ensure team growth and development
• Have a high attention to detail and always triple check your work
• Enjoy problem solving and don't give up at the first sign of difficulty
• Want to work for a company that serves a higher purpose than just making a profit

If this describes you, please read on!

Essential Tasks of the Contact Center Director:

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

• Develop, evolve, and evaluate phone system menu, hold messages, chat bot/AI FAQs, etc., for efficient, optimal experience.
• Serve as topmost point of contact for escalated member concerns, as facilitated by gaining a rapid understanding of all product offerings in order 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.
• 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 in an efficient manner 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.
• Analyze broad organizational aspects and effectively communicate to influence decisions across departments for services, processes, and strategic decisions.

Benefits:

We know satisfied employees are key to a thriving business and are pleased to offer:

• 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.

Requirements:

This job might be for you if you have:

• A minimum of a bachelor's degree.
• 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 a minimum of 30 agents and a minimum of 900 calls per day.
• Banking/financial industry experience preferred.
• Valid Driver's license required. Must be able to travel within credit union footprint as needed (15% or less).
• Can pass a criminal background check, credit check, and drug test.