Teachers Federal Credit Union
Director Contact Center
Teachers Federal Credit Union, Hauppauge, New York, United States, 11788
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
Minimum six years of relevant experience in consumer banking/financial services
Minimum of three years leading or influencing others required
Proficiency in Microsoft Office (Outlook, Excel, PowerPoint) and Google Workspace (Sheets, Docs, Slides) required
JOB DUTIES:
Leads a team responsible for contact center sales and service to drive high level employee and member engagement
Drive execution of strategies to deliver exceptional service levels for all interaction types available, including inbound calls, emails, web chats, and secure messages
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.
Manage and lead processes for the continuous improvement of the member experience
Recommend and implement efficiencies to achieve established service level goals
Drive high performance and exceptional quality interactions throughout the center
Implement performance plans to achieve goals for member acquisition, retention and overall growth
Strategically collaborate with internal business partners to deepen member relationships and help members meet their financial goals
Continuously evaluate workflow and identify opportunities to drive improvements in overall sales and service levels
Keeps abreast of and complies with policies, procedures, guidelines and related laws/regulations, and ensures that staff comply
Provide business performance updates to Senior Leaders
Performs all duties inherent in the role of a director
ESSENTIAL SKILLS:
Proven customer/member sales and service leadership effectiveness
Extensive Contact Center operations, including coaching and training
Effective leadership and analytical skills including working knowledge of high-level budgeting, staffing models, scheduling, and industry technology solutions
Strong mentoring and relationship building skills
Demonstrated project and budget management skills
Strong business acumen with a broad understanding of fundamental business principles
Analytical problem-solving skills with an impeccable attention to detail
Ability to help set overall strategy and drive process improvement
Excellent oral and written communication skills
Strong interpersonal skills and effective working relationships with all stakeholders, both internal and external
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
Fully-funded pension plan
401(k) company contribution
Teachers pays 100% Premium Coverage for Vision & Dental Care
Tuition reimbursement is offered to full-time employees
Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers
Flexible hybrid schedule for eligible positions
The good faith range for this position is $135,000 to $167,000 annually. This range is an estimate, based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law.
All candidates will be subject to a background check, credit check, and drug test to determine employment eligibility.
To learn more about Teachers and to view a full list of our job opportunities please visit
Teachers Careers .
Click here to view:
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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
Minimum six years of relevant experience in consumer banking/financial services
Minimum of three years leading or influencing others required
Proficiency in Microsoft Office (Outlook, Excel, PowerPoint) and Google Workspace (Sheets, Docs, Slides) required
JOB DUTIES:
Leads a team responsible for contact center sales and service to drive high level employee and member engagement
Drive execution of strategies to deliver exceptional service levels for all interaction types available, including inbound calls, emails, web chats, and secure messages
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.
Manage and lead processes for the continuous improvement of the member experience
Recommend and implement efficiencies to achieve established service level goals
Drive high performance and exceptional quality interactions throughout the center
Implement performance plans to achieve goals for member acquisition, retention and overall growth
Strategically collaborate with internal business partners to deepen member relationships and help members meet their financial goals
Continuously evaluate workflow and identify opportunities to drive improvements in overall sales and service levels
Keeps abreast of and complies with policies, procedures, guidelines and related laws/regulations, and ensures that staff comply
Provide business performance updates to Senior Leaders
Performs all duties inherent in the role of a director
ESSENTIAL SKILLS:
Proven customer/member sales and service leadership effectiveness
Extensive Contact Center operations, including coaching and training
Effective leadership and analytical skills including working knowledge of high-level budgeting, staffing models, scheduling, and industry technology solutions
Strong mentoring and relationship building skills
Demonstrated project and budget management skills
Strong business acumen with a broad understanding of fundamental business principles
Analytical problem-solving skills with an impeccable attention to detail
Ability to help set overall strategy and drive process improvement
Excellent oral and written communication skills
Strong interpersonal skills and effective working relationships with all stakeholders, both internal and external
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
Fully-funded pension plan
401(k) company contribution
Teachers pays 100% Premium Coverage for Vision & Dental Care
Tuition reimbursement is offered to full-time employees
Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers
Flexible hybrid schedule for eligible positions
The good faith range for this position is $135,000 to $167,000 annually. This range is an estimate, based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law.
All candidates will be subject to a background check, credit check, and drug test to determine employment eligibility.
To learn more about Teachers and to view a full list of our job opportunities please visit
Teachers Careers .
Click here to view:
California Privacy Notice
#LI-CG1
#J-18808-Ljbffr