Director Contact Center Sales And Service

Brief Description

Join Our Team

For 70 years, Teachers Federal Credit Union has been committed to guiding members toward building a strong financial foundation today for a better tomorrow. Named one of America's Best-In-State Credit Unions by Forbes Magazine in 2022, Teachers has grown into one of the leading credit unions in the United States. As we broaden our national reach, we will continue to ensure that Teachers is a Best Place to Bank and a Best Place to Work. Teachers offers a variety of exciting career opportunities ranging from part-time and full-time staffers to executive leadership roles.

Summary

The Director of Contact Center Sales and Service will direct Teachers strategic plan while managing performance, risk, and member and employee experience. This role is responsible for the sales and service delivery of the Contact Center by achieving key performance metrics. The Director is responsible for planning, organizing, and managing sales and service activities for an inbound contact center.

EDUCATION And EXPERIENCE

• Bachelor’s degree required or minimum of eight years’ experience in Call/Contact Center operations or sales and service role managing direct reports
• Proficiency in Microsoft Office (Outlook, Excel, PowerPoint) and Google Workspace (Sheets, Docs, Slides) required
• Minimum of three years leading or influencing others required
• Minimum six years of relevant experience in consumer banking/financial services

Job Duties

• Implement performance plans to achieve goals for member acquisition, retention and overall growth
• Recommend and implement efficiencies to achieve established service level goals
• Leads a team responsible for contact center sales and service to drive high level employee and member engagement
• Drive high performance and exceptional quality interactions throughout the center
• Continuously evaluate workflow and identify opportunities to drive improvements in overall sales and service levels
• Provide business performance updates to Senior Leaders
• Strategically collaborate with internal business partners to deepen member relationships and help members meet their financial goals
• Monitor and constantly update overall contact center performance by leveraging key metrics, including average talk time, first contact resolution, contact transfer levels, abandon contacts, etc.
• Keeps abreast of and complies with policies, procedures, guidelines and related laws/regulations, and ensures that staff comply
• Performs all duties inherent in the role of a director
• Drive execution of strategies to deliver exceptional service levels for all interaction types available, including inbound calls, emails, web chats, and secure messages
• Manage and lead processes for the continuous improvement of the member experience

Essential Skills

• Analytical problem-solving skills with an impeccable attention to detail
• Extensive Contact Center operations, including coaching and training
• Strong mentoring and relationship building skills
• Demonstrated project and budget management skills
• Strong business acumen with a broad understanding of fundamental business principles
• Strong interpersonal skills and effective working relationships with all stakeholders, both internal and external
• Effective leadership and analytical skills including working knowledge of high-level budgeting, staffing models, scheduling, and industry technology solutions
• Excellent oral and written communication skills
• Ability to help set overall strategy and drive process improvement
• Proven customer/member sales and service leadership effectiveness

Benefits Of Joining The Teachers Team

We provide a competitive compensation and benefits package that includes, but is not limited to:

• Paid time off for vacation, personal days, and holidays
• Tuition reimbursement is offered to full-time employees
• Teachers pays 100% of Dental & Vision premium
• 401k company contribution
• Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers
• Fully-funded pension plan
• Flexible hybrid schedule for eligible positions

To learn more about Teachers and to view a full list of our job opportunities please visit https://www.teachersfcu.org/about/careers