1 месяц назад
Director, Contact Center – Thrivent Bank (Banking)
132 814 - 179 690$
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Director, Contact Center – Thrivent Bank (Banking): Leading contact center operations and teams for a banking organization with an accent on workforce management, quality assurance, performance metrics, compliance, and customer experience. Focus on building a scalable operating model, optimizing contact center technology and processes, managing operational risk, and ensuring resilient service delivery.
Location: Remote
Salary: $132,814–$179,690 per year
Company
provides financial services focused on helping people manage money and live balanced and generous lives.
What you will do
- Develop and execute the strategic vision for the Bank contact center.
- Lead Contact Center Managers and influence Client Care Professionals across performance, culture, talent development, and engagement.
- Oversee staffing, training, quality assurance, technology utilization, workforce management, call routing, and performance metrics.
- Establish KPIs and SLAs, analyze operational data, and implement improvements to efficiency, cost control, and customer satisfaction.
- Partner with Digital, Operations, Risk/Compliance, Product, Technology, IT, Marketing, and Compliance stakeholders.
- Manage the budget, vendor relationships, business continuity plans, regulatory compliance, and data security standards.
Requirements
- Bachelor’s degree in Business Administration, Finance, or a related field; a master’s degree is preferred.
- 8–10 years of progressive contact center leadership experience, including at least 5 years in banking or financial services.
- Experience leading large teams and complex contact center operations.
- Strong knowledge of CRM systems, ACD, IVR, WFM, and omnichannel platforms.
- Strong analytical, communication, interpersonal, presentation, strategic planning, and operational improvement skills.
- Knowledge of banking regulations and compliance requirements, including Reg E, BSA/AML, and GLBA.
Nice to have
- Master’s degree.
- Project management experience.
Culture & Benefits
- Medical, dental, and vision insurance.
- Health savings account, flexible spending account, 401k, pension, life insurance, and disability insurance.
- 20 days of paid time off, Sick and Safe Time, and 10 paid company holidays.
- Paid parental leave, Volunteer Time Off, employee assistance, and well-being benefits.
- Potential bonus and annual or long-term incentive programs.
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