What are the responsibilities and job description for the Director of Contact Center position at Nusenda?
Nusenda Credit Union is dedicated to excellent member service, care for our community, and being a great place to work. We work to make a positive difference in the lives of the people we serve and help them achieve their financial goals. Diversity, equity, and inclusion are part of our culture and values.
We invest in people and their careers. Our competitive employee benefits include several health and wellness options, competitive 401(k) matching contributions, professional development, and tuition assistance and more!
Thank you for your interest in joining the Nusenda team!
We are currently seeking a Director of Contact Center. In this role, you'll support the daily operations of the Contact Center ensuring exceptional member experiences via channels of phone, chat, and email. You'll ensure an environment aligned with the Credit Union's culture of best-in-class employee and member experiences. You'll maintain objectives, monitor performance of the Contact Center's service strategy, and drive continuous improvement.
To thrive in this role, you should have five to eight years of similar or related call center leadership experience. This position is equal parts collaboration, operational leadership, and analytical thinking. This might be the role for you if you enjoy working in a role requiring lots of contact with others, problem-solving, building relationships, or soliciting cooperation.
Key Skills and Experience :
- Extensive knowledge and experience related to contact center operations including administration of multi-channel key performance indicators / metrics and accountability strategies.
- Strong background in technical systems supporting contact centers, and process improvement efforts using formal implementation strategies (project management and formal documentation).
- Must be able to handle multiple responsibilities, meet deadlines, deal with sensitive information, and problem resolution.
- Exceptional verbal, written, and presentation skills with the ability to work with multiple levels of the organization.
- Development, performance management, training, and employee counseling skills are essential.
- Must possess strong analytical and problem-solving skills, with the ability to derive innovative strategies and implement them in a timely, effective manner.
- Ability to adapt quickly to change and proactively communicate.
- Experienced in MS Office programs to include Excel, Word, Outlook, call systems, and all internal systems as affiliated with the department.
We are searching for candidates who can work Full-Time with open availability and flexibility, Monday-Saturday.
Nusenda Credit Union is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
