Director of Contact Center Operations

Verity is hiring for a Director of Contact Center Operations at our Seattle, WA Headquarters location. This is a hybrid role. At Verity, we empower our member’s financial lives and create vibrant communities. Since 1933, Verity has been a local member-owned credit union. We are also the only financial institution in the Pacific Northwest that is a part of the Global Alliance for Banking on Values (GABV).

How you can make a difference

The Director of Contact Center Operations drives growth and enhances the contact center experience by leading operations to deliver exceptional member service. This critical leadership role is responsible for developing and executing a strategic vision that aligns with the credit union’s overarching goals, emphasizing growth, efficiency, and innovation. The Director fosters a collaborative, member-focused culture, ensures regulatory compliance, and optimizes processes to achieve operational excellence. With a focus on data-driven decision-making, team empowerment, and technological advancement, this position spearheads initiatives to elevate service quality and efficiency across all contact center channels. This role provides a unique opportunity to lead transformative efforts, innovate processes, and contribute to the organization’s success in an ever-evolving industry landscape.

We know it is more than just a job

Verity has continued to maintain an open and positive work culture. We make sure people come first! Some ways we help employees live their best lives:

• Base Pay: This position has an annual range of $98,507 (minimum) to $147,761 (maximum), with a midpoint of $123,134. Starting pay is offered based upon an applicant’s experience and education relevant to the position.
• Paid Time Off: All Verity employees receive 11 paid holidays per year and 3 floating holidays, as well as paid time off (PTO is combined vacation and sick leave.) PTO starts accruing immediately at a rate of 20 days per year.
• Benefits: Both full and part time employees (and their family) are eligible for medical, dental, vision, and basic life insurance, with a no cost option available for employee only coverage! Employees have the option to enroll in our 401k plan and receive an employer match up to 6%.
• Other Benefits:This position is eligible for annual cash bonuses up to 1% and a 1% profit-sharing bonus to 401k accounts based on company performance.
• Great Perks:Other Verity benefits include a wellness subsidy, a transportation reimbursement benefit and education reimbursement.

ESSENTIAL JOB FUNCTIONS

Strategic Collaboration and Vision

• Collaborate with the VP of Retail Operations to develop and execute a visionary strategy that aligns contact center operations with the credit union's long-term objectives, ensuring sustained growth and member satisfaction.
• Collaborate seamlessly with Contact Center leadership to align efforts, ensuring the credit union's visions and goals are achieved through unified teamwork and shared commitment.
• Participate in organizational and department-wide training to uphold Credit Union values.

Data-Driven Decision-Making

• Utilize data analytics and KPIs to make informed decisions, drive improvements, and continuously optimize the performance of the contact center.
• Monitor contact center metrics and KPIs, analyze data, and generate regular reports to track team and individual performance, identifying areas for improvement and implementing necessary action plans.

Member Experience Enhancement

• Effectively utilize member feedback and complaints as opportunities for improvement, implementing changes based on member input to enhance service quality.
• Address complex member issues, serving as an escalation point for resolution.
• Identify opportunities for process enhancements within the contact center, propose and implement initiatives aligned with the contact center delivery channel, and collaborate with relevant stakeholders to optimize efficiency and productivity.
• Establish and maintain quality assurance processes to ensure consistent service delivery, adherence to compliance standards, and adherence to organizational policies and procedures.

Resource and Budget Management

• Manage the contact center budget, allocate resources effectively, and provide recommendations for staffing, technology, and infrastructure requirements.
• Provide meticulous oversight of daily operations, ensuring smooth workflow, resource allocation, and adherence to established processes.

Leadership and Team Development

• Lead through the contact center manager to manage a team of supervisors and contact center agents, providing guidance, coaching, and support to maximize their performance and professional growth. This includes, but is not limited to, employee counseling, timely reviews, timecard approvals, and addressing employee relations issues according to credit union standards and timelines.
• Develop and implement training programs to enhance the skills and knowledge of contact center staff, ensuring continuous learning and professional development.

Technology and Systems Management

• Stay up-to-date on contact center technologies, explore opportunities for system enhancements, and effectively utilize tools and technologies to optimize contact center operations, including advanced digital banking support (bill pay/Zelle).
• Maintain knowledge of Verity's systems, technology, policies, and procedures.

Other Responsibilities

• Manage vendor relationships and lead projects related to the Contact Center.

• Perform other job-related duties as assigned.

 KNOWLEDGE, SKILLS AND ABILITIES

• Strategic Vision: Ability to develop and implement a strategic roadmap that aligns contact center operations with organizational objectives, driving growth, innovation, and sustained member satisfaction while fostering a diverse and inclusive work environment, promoting equality and respect among team members and ensuring fair treatment for all.
• Data-Driven Decision-Making: Proficient in analyzing data and utilizing key performance indicators (KPIs) to inform decisions, enhance operational efficiency, and track team performance.
• Leadership and Team Empowerment: Skilled in coaching, mentoring, and inspiring teams to achieve high performance, fostering a collaborative and positive workplace culture, resolving conflicts, and maintaining a harmonious and productive environment.
• Member-Centric Approach: Strong commitment to delivering exceptional member experiences by addressing feedback and implementing improvements that align with member needs.
• Operational Excellence: Expertise in managing daily operations, resource allocation, and process optimization to ensure seamless contact center functionality.
• Technological Proficiency: Advanced knowledge of contact center technologies, tools, and systems, with the ability to lead technological enhancements and improve digital banking support.
• Regulatory Compliance and Risk Management: Comprehensive understanding of relevant industry regulations, ensuring compliance and mitigating risks in all contact center activities.
• Collaboration and Relationship Building: Demonstrated ability to foster cross-functional collaboration, build strong internal and external networks, and manage vendor relationships effectively while championing transparent and effective communication.
• Quality Assurance and Process Improvement: Proficient in establishing quality assurance processes, identifying areas for improvement, and implementing initiatives to optimize service delivery.
• Self-Management and Adaptability: Demonstrates strong self-awareness, emotional intelligence, and time management skills, effectively prioritizing tasks and adapting strategies to evolving challenges while maintaining professional composure and focus.
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EDUCATION AND EXPERIENCE

Education and Experience:

• • High school diploma or GED is required.
  • Bachelor’s Degree in Management or Business is strongly preferred.
  • 5-7 years of previous experience in call center/contact center operations required.
  • 5 years in a Supervisory or managerial role within a contact center environment required.
  • Familiarity with financial institutions is strongly preferred.
  • Comfort with technology and learning new systems is essential.
  • 5 years of customer service experience is required.

PHYSICAL CONSIDERATIONS

Verity is committed to reasonably accommodating the physical aspects of the position.  The following are normally encountered in this job:

• Effective communication with diverse members and staff.
• Remaining stationary for extended periods.
• Working on computers in an office or remote environment.
• Visual recognition and verification of funds for endorsements and negotiability.

Working Conditions

• Occasional in-office attendance may be required.
• May be required to attend off-hours and off-site meetings.
• May be required to work Saturday hours.

Washington is an At-Will Employment State

Your employment is at will, meaning you are free to resign at any time, for any reason, with or without notice. Verity Credit Union is also free to conclude the employment relationship with you at any time, for any reason, with or without notice.

No statement or promise by a credit union representative or board member may be interpreted as a change in the at will policy, nor would it constitute an employment or other contractual agreement.

Salary : $98,507 - $123,134