Director of Contact Center

Job Summary

Leading a team of Contact Center Managers and Client Care Professionals, the full-time salaried Director of Contact Center will develop and execute strategic vision, oversee operations, and drive performance management in a remote environment.

Key responsibilities

• Develop and execute the strategic vision for the contact center, aligning with business goals and customer experience objectives
• Oversee all aspects of contact center operations, including staffing, training, quality assurance, and performance metrics
• Recruit, train, mentor, and manage a high-performing team, fostering a culture of excellence and continuous improvement

Required qualifications

• Bachelor's degree in Business Administration, Finance, or a related field; Master's degree preferred
• Minimum of 8-10 years of progressive leadership experience in contact center management, with at least 5 years in the banking or financial services industry
• Proven track record of successfully leading large teams and managing complex contact center operations
• Deep understanding of contact center technologies, including CRM systems and omnichannel platforms
• Knowledge of banking regulations and compliance requirements (e.g., Reg E, BSA/AML, GLBA)