Job Information
Kitsap Credit Union Director Contact Center in Bremerton, Washington
About Us: Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 16 branches throughout Western Washington. We have a passion for making a positive difference. As a $2 + billion-asset credit union, we are deeply committed to our members' financial wellbeing and the prosperity and quality of life in the communities we serve. We are proud to be led by individuals with the experience and skills to drive our organization towards our goals for strategic growth and operational excellence. Our KCU Cares Foundation program focuses on providing resources and support for those struggling with homelessness or hunger and improving the financial well-being of the people in our communities. And beyond monetary efforts, we have provided thousands of hours in staff volunteerism and in-kind support. At Kitsap Credit Union, our success is built on trust-based relationships and personalized service. We understand our employees are key to our success. They provide the personalized service to our members and contribute to the communities where we live. We are committed to providing a supportive, mission-driven, and inclusive culture where employees can grow their careers. To learn more, visit kitsapcu.org. About the role: Kitsap Credit Union is searching for an inspiring, collaborative, and experienced Contact Center Director to lead our Contact Center in East Bremerton, WA. This position is responsible for the strategic execution of Contact Center operations. Responsible for the ongoing development and implementation of best practices within the Contact Center to optimize efficient operations and achieve the highest level of member satisfaction. Ensures the Credit Union's ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increasing the use of resources and adaptation of technologies to increase efficiency and achievement of metrics. Contributes to the Credit Union's overall operations targets as well as daily business decisions and is continually engaged in leading and inspiring employees. What you will do: * Provides strong, dynamic leadership that mentors, develops, and guides employees to efficiently leverage the value of every call, driving a sales/service culture which results in sustained member growth and member satisfaction. * Promotes and implements strategic plans for future growth and diversification, with an eye to keeping the credit union abreast of cutting-edge contact center technology and processes. * Optimize efficient operations and achieve the highest level of member satisfaction. * Ensure the Credit Union's ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increasing the use of resources and adaptation of technologies to increase efficiency and achievement of metrics. * Contribute to the Credit Union's overall operations targets as well as daily business decisions and is continually engaged in leading and inspiring employees. * Lead and manage the creation and execution of performance metrics aligned with organization goals such as call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. * Establish and implement continuous process improvement by monitoring member interactions and obtaining direct member feedback on the standards of service delivered by the contact center. * Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and employee development. * Build relationships with vendor partners t