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USD 0.0 - 0.0 / hr
28 applicants
posted 6 months ago

Job Description

At Chartway, helping our members achieve their dreams is our business.  Through living Chartway’s vision, mission, and values, our employees serve our communities to make their lives more affordable.  Whether you want to work in leadership or you’re just getting started, we invite you to join our team.   

The Director of the Contact Center is responsible to the Regional President for the planning, coordinating and management of enterprise Contact Centers to include all member sales and service contacts by telephone, e-mail, chat and online application requests (deposit, loan, or service related). This candidate will also be responsible for the achievement of call center sales and quality service goals across the enterprise. This includes the successful handling of consumer loan application origination, informational or transactional requests, and for researching member inquiries to ensure proper follow-up and member satisfaction. Quality service is measured by traditional call center metrics that demonstrate departmental productivity and efficiency.

Knowledge, Skills and Abilities:

  • Develop and coordinate the activities of call center professionals in providing telephone, chat, email and online services.
  • Review departmental performance and recommend remediation, training and process changes to ensure maximum productivity levels are achieved.
  • Forecast and analyze sales and service information against budget/goals on daily, weekly and monthly basis.
  • Define and recommend performance metrics and targets for speed, efficiency and quality.
  • Support management in reporting on departmental statistics, performance levels and user rates.
  • Support management in the planning and maintenance of staffing models based on business needs.
  • Develop effective call scripts and schedules for various call campaigns to optimize call center productivity objectives.
  • Excellent leadership skills required.

Education and Experience:

  • Education: Bachelors degree or equivalent experience.
  • Experience: Approximately three to five years demonstrated progression in job-related experience. Prior call center experience required.

Chartway offers a competitive salary and a comprehensive benefits package.  Candidates must have a good credit history for consideration.  Salary requirements must be included and resumes must be accompanied by a Chartway Employment Application for consideration. 

Chartway Federal Credit Union is an EOE/M/F/Disability/Vet Employer.