At Blue, we discover pathways to realize your possibilities. Blue is looking for a Contact Center Director who is responsible for developing all center objectives, managing daily/annual planning, providing budget oversight, and execution of all Contact Center member development and operations. This position is focused on improving performance, processes, and experience for our member base, and will provide guidance to credit union strategies to further grow and develop our base. Emphasis is on member experience, quality management, workforce planning, and compliance. This position demonstrates a commitment to excellence through continuous staff development enhancing employee engagement, service skills, knowledge base and morale.
This position will also focus on:
Full Time Position
Compensation Range: $69,889 - $104,834
For more information about the Blue culture, please check out these links for a glimpse at the culture we strive to exceed for our employees and members!:Culture BluePrint and Working at Blue
Eight plus years of relevant experience, including experience in Contact Center operations, support and workforce planning.
Five plus years’ experience coaching, motivating and leading a team.
Technical literacy and competency across multiple platforms.
Strong interpersonal skills and executive presence.
Knowledge of process improvement methodologies, and change management processes.
Proficiency demonstrated within a matrix environment.
Education/Certifications/Licenses: Bachelor’s degree required. Masters degree preferred.
Interpersonal Skills: The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust. Obtaining cooperation and agreement on important outcomes via frequently complex, senior level dialogues, as well as a professional level of written communication skills are essential to the position.
Other Skills: Ability to exercise judgment, employ initiative, implement programs, and guide/lead others towards work goals. Demonstrated effective planning, organization, and problem solving skills. Demonstrated ability to communicate effectively, orally and in writing, and interpret complex oral and written instructions. Demonstrated skills in managing multiple priorities. Skill in resolving member problems and developing/maintaining community relations. Experience with member/customer service operations to include understanding of effective member service philosophy . Requires intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.).
This position is currently accepting applications.