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Contact Center Director 

Category Call Center/Contact Center  

* This position will be located at and report to our World Headquarters location in Cheyenne, Wyoming.

At Blue, we discover pathways to realize your possibilities. Blue is looking for an 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 posisiton will also focus on:

  • Demonstrating strong leadership skills with oversight, development and management of business tactics to elevate the performance and engagement of our member base. Compliance standards must be met, while building quality member relationships, with member forward strategies.
  • Improves Contact Center business operations by monitoring system performance; proactive in problem resolution; adept at building short term business plans to create higher quality member engagement positively influencing the member experience.
  • Responsible for the development of a learning environment, highly collaborative with an engaged workforce. Promoting, inspiring and leading a people first culture, demonstrating a high-level commitment to succession planning, performance development, and recruiting. Creating recognition programs and connecting opportunities to show value in our teams.
  • Analyze real time and historical data of the Contact Center identifying improvement plans in processes, service levels, member responsiveness, and performance. Lead and support member experience innovations and continuous process improvement through quality best practices and fostering a culture of excellence.
  • Anticipates member needs and expectations, designing responsive and proactive programs to connect the member experience through various channels promoting consistency, empowering employee involvement, and monitoring core business metrics.
  • Ensure the Contact Center is operating at or below planned budget levels.
  • Completes all required quarterly/annual product knowledge exams and mandatory training. Forecast training needs. Participates in all training/meetings and sales and service development activities . Maintains a high degree of confidentiality, adheres to security.
  • Ensure the Contact Center is operating at or below planned budget levels.

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

* This position will be located at and report to our World Headquarters location in Cheyenne, Wyoming.

Position Requirements


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.).

Full-Time/Part-Time Full-Time  
Compensation $69,889 - $104,834  
Bondability Employment at Blue Federal Credit Union is contingent upon successful bondability.  
Job Site Location Blue World Headquarters - Cheyenne, Wyoming  
Position Contact Center Director  
Number of Openings 1  
Open Date 2/27/2023  
Location Fort Collins, CO  
About the Organization Our mission is 'We discover pathways to realize your possibilities.' Our employees uphold this mission by utilizing our values as stepping stones to sustain our amazing culture. Those values are Boundless Optimism, Unwavering Confidence, Uniquely Us, and Over the Top. Thank you for showing an interest in Blue Federal Credit Union!  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently accepting applications.

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