Director, Contact Center Operations

Company Description

Ent Credit Union and Wings Credit Union are joining forces in January 2026. This merger means more opportunities, expanded resources, and a shared commitment to delivering exceptional member service. Together, we become more - empowering members, communities, and teams through a bold, unified future. Both organizations bring a strong legacy of member satisfaction, operational excellence, financial stability, and community impact. Recognized locally and nationally as best-in-class financial institutions and employers of choice, each is known for its commitment to financial well-being and philanthropic leadership. Join us during this transformative time and be part of shaping the future of banking! To learn more about the merger, click here.

Job Description

The Director of Contact Center Operations is accountable for the operational and service delivery within the Contact Center in support of the overall initiatives of the Contact Center and Credit Union. This position is accountable for ensuring all Contact Center business units, in addition to those managing them, are performing efficiently in the areas of production, risk, member service, including Voice of the Member results, and employee engagement/retention. This position is responsible for the development, implementation, and administration of Wings policies and procedures, and for compliance with financial regulations including BSA (Bank Secrecy Act) and the CFPB (Consumer Financial Protection Bureau). It is responsible for identifying risk management opportunities through eTracs and the delivery of such risks with ongoing education with all members of the Contact Center.

Essential Functions

• Contact Center Operations Growth and Development: Accountable for reviewing, recommending, and implementing, as appropriate to VP-Contact Center Ops, various Contact Center initiatives or changes in process to minimize risk such as: Reviews and assesses Contact Center operations in order to recommend the elimination of needed and unneeded policies and procedures, including working directly with Audit, Legal, and Compliance to minimize risk.
• Review and assess the performance and requirements of all Contact Center business units to ensure current and future necessities and provisions.
• Resolves complex problems and concerns involving internal or external issues, including oversight of complaint management.
• Management oversight of various initiatives and projects internal and external. Oversight accountability in the areas of member service through direct monitoring of VoM surveys/ employee engagement / Quality Assurance/ Sales / culture and contact center training initiatives.
• Enforces performance metrics, service level agreements, and overall smooth operation of the Contact Center's daily functions.
• Assists in the overall budget assessment and accountability for all Contact Center locations.
• Ensures team and individual incentives are held to corporate standard through monitoring and oversight.
• Leadership Development / Coaching: Holds direct reports accountable in the areas of sales, member service, contact center / corporate initiatives, risks, member complaints, employee/member engagement, and retention.
• Promote cultural and operational consistency and collaboration across Contact Centers / areas / regions.
• Create and maintain career and development plans for direct reports. Manage and reduce escalated Contact Center HR-related issues. Provide coaching and team alignment for all direct reports. Ensure the accuracy of documented timecards, in addition to monitoring and approving all performance reviews, and disciplinary actions. Ensure incentives align with corporate standards.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

• Bachelor's Degree in Business, Finance, Accounting, Management or another relevant field of study.
• 8+ year's experience in a Financial Institution
• 8+ year's experience in a Contact Center
• 3+ year's experience as a manager overseeing a Contact Center
• Broad Knowledge of the financial services industry.
• Strong understanding of Asset Liability Management principles.
• Working knowledge of HR policies, procedures, and compliance.
• Strong coaching, mentoring, and staff management skills.
• Strong interpersonal relationship-building skills.
• Comprehensive knowledge of financial services compliance and internal controls.
• Advanced communication skills, both verbal and written.
• Ability to speak with all levels of the organization and match communication delivery to the audience being addressed.
• Basic knowledge of project management concepts and their practical application.
• Able to work effectively in a collaborative environment with shifting priorities throughout the growth of the company.
• Excellent customer service skills.
• Exceptional problem-solving capacity.
• Intellectual Curiosity with a desire and openness to learn new processes / skills.
• Strong computer literacy to include a working knowledge of Microsoft Office Suite of products (Word, Excel, PowerPoint, etc.).
• Proficient with Symitar banking software, preferred.

Additional Information

The pay range for this position is: $149,000 to $165,000 plus annual bonus.
Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, location and internal pay equity.

BENEFITS:

• Generous 401(k) match
• 401k Discretionary Profit Sharing
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term and Long Term Disability
• Health Savings Account with company contribution
• Employee Assistance Program
• Paid Vacation, Sick, Floating Holidays and Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave

Benefits Summary Sheet


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.