Director Of Contact Center

Peak Credit Union

Remote, WA, US
Base: $149,760 - $224,640 annual range; bonus/equi...
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7 years contact center experience
5 years management role experience
Multi-channel support phone chat email
** Peak Credit Union is seeking a Director of Contact Center to lead its strategy and operations, ensuring exceptional service across various communication channels. The position is remote for candidates residing in Washington or Oregon and requires strong leadership and contact center management experience, particularly in the financial sector. **

Job Summary

  • This position leads the strategy and operations of the Contact Center, ensuring exceptional service across multiple communication channels including phone, chat, and secure email.
  • The role requires developing and executing a strategic vision that aligns with the Credit Union's mission while fostering a culture of excellence and continuous learning.
  • Employees are eligible for comprehensive benefits including 100% paid medical insurance for the employee, 401k plan access, and 11 paid holidays plus volunteer time.

Matching Summary

Match Score: 75

** Peak Credit Union is seeking a Director of Contact Center to lead its strategy and operations, ensuring exceptional service across various communication channels. The position is remote for candidates residing in Washington or Oregon and requires strong leadership and contact center management experience, particularly in the financial sector. **

Salary

Base: $149,760 - $224,640 annual range; Bonus/Equity: Performance-based incentives available; Benefits: Full-time regular benefits including 100% paid medical, dental, vision, life insurance, 401k, and paid time off

Skills & Requirements

Must-have

  • 7 years contact center experience
  • 5 years management role experience
  • Multi-channel support phone chat email
  • Workforce management and scheduling
  • Quality assurance program development
  • Budget oversight and cost control
  • Vendor relationship management

Nice-to-have

  • Master's degree in Business Administration
  • CUNA Management School certification
  • Credit union or financial institution background
  • AI and speech analytics proficiency
  • Member-centric service culture
  • Continuous improvement mindset

Key Requirements

  • Minimum 7 years contact center experience
  • Minimum 5 years in management role
  • Bachelor's degree in Business Administration or related field
  • Experience in credit union or financial institution preferred
  • US work authorization required (E-Verify)

Work Rights

Must be residing in Washington or Oregon

Tailored Resume

Cover Letter