Director, Contact Center – Bank

This is a fully remote position, open to applicants in Wisconsin.

📋 Description

• Formulate and implement the strategic vision for the Thrivent Bank contact center.

• Supervise staffing, training, quality assurance, technology application, and performance metrics.

• Recruit, onboard, mentor, and oversee contact center professionals.

• Set and assess KPIs and SLAs, applying corrective measures when necessary.

• Examine contact center data and trends to optimize processes, minimize costs, and improve customer satisfaction.

• Partner with IT, Marketing, Product Development, Compliance, Digital, Operations, Risk/Compliance, Product, and Technology stakeholders.

• Administer the contact center budget, ensuring effective resource allocation and cost management.

• Stay informed on industry best practices, emerging technologies, and regulatory developments.

• Create and execute contingency plans to ensure business continuity and resilience.

• Ensure adherence to banking regulations, internal policies, and data security standards.

• Engage with senior leaders to drive strategic alignment with enterprise objectives.

• Lead Contact Center Managers and indirectly influence Client Care Professionals.

• Guide external vendors and service partners through performance expectations and contract management.

• Amplify Voice of the Customer insights and frontline perspectives to guide decision-making and foster continuous improvement.

• Report directly to the Vice President and Chief Operating Officer.

⛳️ Requirements

• A Bachelor's degree in Business Administration, Finance, or a related discipline.

• At least 8 to 10 years of progressive leadership experience in contact center management.

• Minimum of 5 years of experience in the banking or financial services sector.

• Proven experience in leading large teams and managing intricate contact center operations.

• Extensive knowledge of CRM systems, ACD, IVR, WFM, and omnichannel platforms.

• Strong analytical capabilities with a knack for interpreting data, identifying trends, and making data-driven choices.

• Exceptional communication, interpersonal, and presentation skills.

• Proven success in driving operational efficiency and enhancing customer satisfaction.

• Familiarity with banking regulations and compliance standards, including Reg E, BSA/AML, and GLBA.

• Ability to convert strategic vision into actionable initiatives.

• Project management experience is advantageous.

• A Master's degree is preferred.

🏝️ Benefits

• Various bonuses, including annual or long-term incentives.

• Medical, dental, and vision insurance.

• Health savings account.

• Flexible spending account.

• 401(k).

• Pension plan.

• Life and accidental death and dismemberment insurance.

• Disability insurance.

• Supplemental protection insurance.

• 20 days of Paid Time Off each year.

• Sick and Safe Time.

• 10 paid company holidays.

• Volunteer Time Off.

• Paid parental leave.

• Employee Assistance Program (EAP).

• Well-being benefits.

• Additional employee benefits.