The Director of Call Center (banking) will be responsible for overseeing and enhancing our overall contact call center operations and strategic leadership. Responsible for ensuring the delivery of exceptional member experiences, improve efficiencies and drives improvement in overall service levels. This will include the overall strategy for the Call Center through voice, chat, messaging, SMS, and self-service/AI channels. You will leverage various functions to deliver best in class experiences for our members, including phone, messaging platforms, IVR, and call routing. The ideal candidate will have a strong background in digital banking, operations management, and a proven history of successfully managing a high performing call center. The Director will lead a team of managers and support staff, develop, and implement best practices, and oversee the continuous improvement of call center performance to meet key business objectives.
*Position is fulltime onsite.
The position is responsible to:
- Oversee daily operations to ensure efficiency, productivity, and adherence to service level agreements (SLAs).
- Mange 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.
- Serves as an escalation point for the supervised staff, and coordinates timely handling of questions, issues, or anomalies that may surface which standard procedures do not address, and that need review and business decisioning.
- Develop and implement strategies that optimize performance, enhance member satisfaction, and drive business growth. Support the relationships with our Contact Center technology vendors and partners assisting in holding them accountable for performance and expectations as well as leverage and drive them to increase product capabilities and functionality.
- Continually drive business improvements by bringing forward actionable insights to counterparts in the enterprise
Cross Functional Collaboration: Collaborate closely with key stakeholders, executive leadership, IT, BSA’s, BPA’s, to gain an understanding of the system features and technical feasibility of the system to continually improve the overall experience for our membership.
Performance Metrics: Develop and implement KPIs, metrics and reports to measure and manage the productivity of the team.
Key Performance Indicators: Success in this role will be measured by achieving overall company KPIs, member satisfaction, and adherence to service level agreements (SLAs).
Team Leadership: Build and lead a high-performing Call Center.
Requirements:
- Bachelor’s degree in relevant field; five or more years of general bank and/or lending experience.
- Proven experience leading successful Call Center.
- 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 to complete the tasks assigned.
- Exceptional customer services 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 using positive supervisory techniques to ensure maximum productivity.
- 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 a strong plus.
- Experience with Meridian Link digital banking platform a strong plus.
- Experience with TalkDesk a strong plus.
- Must be an initiative-taker, motivated to learn, and take ownership of 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 (preferred).
- Experience developing and implementing process automation, quality control activities, and performance-based metrics (preferred).
- EECU will, in compliance with applicable laws, evaluate an applicant's credit history. Only applicants with good credit history will be considered for open positions. If offered a position with EECU, will have to clear background check including employment, criminal, and drug screen.
Responsible for complying with all EECU processes and procedures. Responsible for compliance of all Federal and State rules and regulations pertaining but not limited to Bank Secrecy Act, Anti-Money Laundering, Bank Bribery Act, NCUA Privacy Regulations Reg DD, Reg E, Reg CC, Reg Z, Reg B, Service Members Civil Relief, FCRA/FACTA and E-Sign. Required to attend initial and ongoing annual Bank Secrecy Act training.
For more than 85 years, Fort Worth-based EECU community credit union has been committed to providing members A Better Way of Banking®. Today, EECU is one of the largest credit unions in Texas with over $3.7 billion in USD assets and serves over 277,000 members through 18 financial centers across North Texas. In the true spirit of the credit union philosophy “people helping people” EECU was recently honored with the Fort Worth Business Press Corporate Philanthropy Award for employee volunteerism, named Best Bank/Credit Union by the Fort Worth Star Telegram’s readers, and became the 1st credit union in Fort Worth to become Blue Zones certified for promoting employee well-being.
EECU is an EOE/Vets/Disabled Employer.
We are an Equal Opportunity Employer and do 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 at www.eecu.org/careers.
