Director of Call Center Operations

Washington, DC
Mar 10, 2021
Mar 12, 2021
Administrative, Other
Full Time
Job Summary/Company:

Sparks Group has partnered with a prominent federal credit union in Washington, DC that is looking for a strategic General Manger, Communications Center. You would be overseeing a busy call center with engaged employees who welcome new members like a part of the family. This company is community minded and takes pride in being the credit union of choice for local families for generations. If you are interested in this opportunity, please apply and give us a call at 202-463-5100.

  • Serves as a member of the Credit Union's management team to develop overall policies, programs, objectives, and goals for the Communications Center.
  • Liaises with other members of management to achieve corporate goals and to ensure they are fully informed of operational objectives and achievements for the Communications Center.
  • Enhance the quality of member interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
  • Manage the day-to-day performance of the Communication Center to deliver exceptional service, meeting or exceeding all KPIs and staying within budget. Develops strategies to meet or exceed performance standards for our member base. Works with other departments to improve Credit Union processes to drive revenue, gain efficiencies, and maximize effectiveness.
  • Set the strategy for the development of the Communication Center, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of member service. Works with the Director of Operations to establish performance goals for the Communications Center and strategies on how to achieve those goals.
  • Monitors monthly income and expenses for individual cost centers within the Communications Center on variances as needed.
  • Act as the Voice of the Member, championing change and improvements across the member experience, drive change and influence future change/projects to support and achieve improvements in the member experience.
  • Conducts periodic performance evaluations of direct reports and recommends appropriate salary adjustments. Interviews new applicants and makes recommendations regarding hiring, disciplining, transferring, terminating, and/or compensating of departmental staff.
  • Maintains a thorough knowledge of the Credit Union's operations, products and services.
  • Possesses an up-to-date awareness and knowledge of industry and U.S. government regulations and requirements sufficient to manage and oversee departmental compliance on privacy, Bank Secrecy Act, etc.

Qualifications/Background Profile:
  • Bachelor's degree preferred but not required
  • Previous experience in a call center management position required
  • At least 8-10 years of banking experience
  • Meticulous attention to detail to include a strategic mindset
  • Capacity to serve as role model and leader for communications center staff
  • Superb communication skills and the ability to interface with all levels of staff and management
  • Proficiency with Microsoft Office Suite required

Qualified candidates should send their resume AND call Sparks Group for additional details. Please note, resume must include a valid email address in order to be considered. We look forward to discussing your background, your current job search, and your potential career path with Sparks Group!

Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.

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