Contact Center Director (Rockville, MD or Greenbelt, MD)
Contact Center Representative – Rockville, MD or Greenbelt, MD
We’re a fast-growing credit union worth $1 billion in assets with 12 branches, serving 87,000 members across seven counties in Maryland. We know who we are, who we serve, and where we are going. Our core purpose is serving the education community and we are proud of our values of integrity, competence, commitment and respect. Our vision is to be the premier financial services provider for the education community
About This Career Opportunity
We are currently seeking experienced and dynamic professional for Contact Center Director. The Contact Center Director is responsible for managing and developing the Contact Center and On-site Financial Services teams to ensure all established goals are achieved, including ensuring a high quality and efficient member service experience, and creating and maintaining a sales and service culture within each department. Ensure effective performance management systems are in place for measuring, analyzing and aligning to continually improve overall performance levels in all areas of the department. Use data analytics to continually develop models to maximize and enhance the member service experience. Drive increased resolution through an increased focus on understanding what is driving members’ needs and concerns. Develop policies and procedures that maximize productivity and profitability. Establish and ensure attainment of goals for member satisfaction ratings and employee productivity by providing timely feedback to leadership on member impacting trends.
Bachelor’s degree in Business Administration or related area strongly preferred, or equivalent experience in a similar position. Minimum of five years progressive Contact Center leadership experience with emphasis on managing sales and service programs. Lateral thinker with good analytical and strategic planning skills. A strategist who understands the significance of extraordinary member service and implements frameworks to evaluate and improve member services. Drives accountability and responsibility through to their team. Delegates successfully and communicates openly and effectively. Strong analytical, project management, process flow, problem solving, member relationship, organizational, conflict resolution, presentation and leadership skills, required. Excellent interpersonal and communication skills with the ability to adapt style according to demands of the audience, required. Must possess passion and drive, and ability to transmit it to others in the organization. Enjoys the challenge of building the talent and the team. Ability to work with all levels of management, credit union staff, and members. Excellent oral and written communication skills. Must be proficient in the use of Microsoft Office Professional.
Please visit our career page to view the job description and submit an application. Educational Systems FCU is an equal opportunity employer.