Director of Contact Center at Peak Credit Union

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Full Time

Start Date

Immediate

Expiry Date

21 Jul, 26

Salary

224640.0

Posted On

22 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Strategic planning, Contact center operations, Workforce management, Quality assurance, Systems administration, Team leadership, Performance metrics, Speech analytics, Vendor management, Budgeting, Risk mitigation, Business continuity, Multi-channel support, Process improvement, Member satisfaction

Industry

Financial Services

Description

To maintain a strong connection with our members and local communities and better understand their unique needs, we are currently considering applications from candidates residing in Oregon and Washington for all open positions. We appreciate your understanding as we focus our hiring efforts in these specific regions. And, we encourage all qualified candidates from these states to apply, as we look forward to learning more about your unique skills and experience! Applicants are encouraged to apply by April 28th, 2026, at 5:00 PM PST. Job postings are subject to close early or extend longer than the anticipated closing date. We recommend applying as soon as possible. Where You will Work: Remote role open to candidates residing in Washington (WA) or Oregon (OR). (Branches) Travel is required for this position. Pay Range: The target annual pay range for this position is $164,736 - $187,200. The full annual pay range is $149,760 - $224,640. Compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer of employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role. Job Overview: This position leads the strategy and operations of the Contact Center, ensuring exceptional service across multiple communication channels, including phone, chat, and secure email. Collaborates with senior leadership and various departments to align the Contact Center’s goals with the overall objectives of the Credit Union. Leads all inbound teams, workforce management, quality assurance, systems administration, vendor relationships, and fosters collaboration across departments to optimize efficiency and enhance member loyalty. What You’ll Do: Develops and executes the strategic vision for the Contact Center, aligning with the Credit Union's mission, vision, values and objectives. Initiates and drives department and enterprise-wide projects. Leads and develops the Contact Center Team, establishing performance metrics/KPIs, sales goals, coaching and recognition practices, and a player lead culture of excellence, innovation, employee feedback, continuous learning and employee development, and process improvement. Champions a member-centric approach to deliver exceptional service and strengthen member loyalty across all channels. Establishes and maintains a quality assurance program, leveraging speech analytics and QA data to identify trends, remove member friction points and inform training and process improvement. Develops and implements standard operating procedures, ensuring consistency and efficiency in service delivery. Oversees the Contact Center budget, ensuring cost-effective operations while maintaining high service standards. Leads workforce management, including planning, scheduling, resource allocation, real-time adherence and forecasting to ensure appropriate staffing, coverage, and service levels. Leverages technology to streamline operations, improve service delivery, mitigate risk, ensure effective system integration and data flow across Contact Center platforms. Stays current on industry trends to continuously enhance tools and processes. Manages vendor relationships, service levels and costs, negotiates contracts and agreements to ensure best value and service. Serves as a key point of contact for Contact Center-related matters, representing the department in meetings and strategic discussions. Identifies and mitigates operational risks ensuring compliance with regulatory requirements and industry standards. Must maintain contingency plans to support business continuity. All other duties as assigned. When You'll Be Working: The Contact Center operates Monday- Friday 8:00am - 6:00pm and Saturdays 9:30am- 2:00pm. Qualifications: A minimum of seven (7) years of experience in contact center preferably in a credit union or other financial institution. Minimum of five (5) years in a management role overseeing workforce management, strategy, quality assurance, and systems administration. Equivalent combination of education and experience will be considered. Bachelor's Degree in Business Administration, Management, or a related field of study. Bonus Points If You Have: Master's Degree in Business Administration, Management, or a related field of study. Certifications: CUNA Management School What You’ll Bring: Experience with multi-channel support, including phone, chat, and secure email. Strong understanding of contact center operations, best practices, and industry standards. Excellent strategic planning, organizational, and problem-solving skills. Proficiency in contact center technologies, including Ai, telephony, call routing, chat, secure email, QA and Workforce Management principles and software. Demonstrated commitment to continuous improvement and member satisfaction. Total Rewards: This position is eligible for Full-Time Regular benefits. Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Includes an option for Medical, Dental, and Vision insurance to be paid at a 100% by company for the employee only coverage. We also offer Health Care FSA (HCFSA), Health Savings Account (HSA) with employer contributions, and Dependent Care FSA (DCFSA). Employees also have access to Life and AD&D insurance. Employees are able to enroll in our 401k plan. Full-Time Regular employees accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis. Full-Time Regular hired employees also receive 11 paid holidays throughout the calendar year, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time. All benefits except 401k start the first of the month following date of hire. Employees become eligible to contribute to 401k on the first of the month following 60 days of employment. Peak Credit Union participates in E-Verify. We use E-Verify to confirm the identity and employment eligibility of all persons hired to work in the United States. For more information on E-Verify, please click here: E-Verify Participation Poster English and Spanish For more information on Right to Work, please click here: Right to Work Peak Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email Careers@peakcu.org. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail Careers@peakcu.org. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response. Equal Opportunity Employer Veterans/Disabled Equal Opportunity is the Law Posting Pay Transparency Nondiscrimination Posting When you apply to a job on this site, the personal data contained in your application will be collected by Peak Credit Union. Your personal data will be processed for the purposes of managing the Credit Union’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under state and federal law. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by the Credit Union to help manage its recruitment and hiring process. Your personal data will be retained by the Credit Union as long as the Credit Union determines it is necessary to evaluate your application for employment and as required under applicable state and federal law. Greenhouse is under contractual obligation to keep such information confidential, and the Credit Union’s privacy practices comply with all applicable state and federal laws.

Responsibilities

The Director of Contact Center leads the strategy and operations of the department, ensuring exceptional service across phone, chat, and email channels. They are responsible for managing inbound teams, workforce planning, quality assurance, and vendor relationships to optimize efficiency and member loyalty.