Director, Contact Center

The Director of Contact Center is responsible for the strategic growth, direction, and operational effectiveness of the Contact Center. This role develops business plans that support and introduce solutions for strategic issues that impact the changes in direction; directs the sales and service efforts by creating an atmosphere that is aggressively committed to the values of the credit union, and by achieving its member experience through assigned delivery channels.

This role conducts organizational reviews to identify strengths, weaknesses, opportunities, and threats. The Director provides critical input for the annual business plan and budget; monitors results and recommends vision and strategic goals.