Contact Center Director directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Being a Contact Center Director establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. Researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Additionally, Contact Center Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Contact Center Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Contact Center Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)
Sound is looking for…
A Contact Center Representative for our Pacific Avenue or Lynnwood location. If you have previous experience in banking and/or contact center experience and excels in customer service this is the position for you. In this role, you will be assisting members via phone and email with various transactions, account maintenance, history inquires, troubleshooting and providing guidance as to how our products and benefits can benefit our members.
At Sound you will experience…
As a Contact Center Representative you will…
You will take member calls and assist in so many credit union facets at our contact center. The contact center has a high call volume providing the opportunity for you to learn a little bit about everything. You will also have access to a variety of systems and technology. You will have a diverse and inclusive team that creates a fun work environment by having friendly competitions with each other! You will also be eligible for a wide range of incentives tied to certain products and services.
Our ideal candidate will bring to the team…
In addition:
As a team member of Sound, you will receive…
Your compensation:
At Sound Credit Union we believe in paying our employees a fair and living wage. Individual offers are made dependent upon a candidate’s prior experience and education level as it pertains to their role. This strategy promotes a talented and empowering work environment that we hope you will be a part of! Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates, which allows us to offer merit-based salary increases.
Minimum: $21.00
Midpoint: $23.50
Maximum: $26.00
Your hours:
A hybrid schedule Monday – Friday from 8:00am – 6:00pm and Saturdays 9:00am – 1:00pm.
In your role you may have the ability to combine in-person and remote work once fully trained and after the completion 90-days of employment.
This position can be based out of our Tacoma Contact Center or Lynnwood Corporate office.
About Sound Credit Union…
Sound Credit Union (Sound) was founded in 1940 and is one of Washington State’s largest credit unions. We have 27 full-service branches located throughout the Puget Sound region. At Sound, we pride ourselves on making connections with our members, employees, and community. We’d love to share more about why Sound is somewhere you want to be, apply now, and visit our website at: www.soundcu.com.
The future is in our hands…
Sound Credit Union is proud to be an Equal Opportunity and Affirmative Action employer that is committed to diversity, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, veteran status, disability, age or any other protected status.
People of color, women, LGBTQIA , veterans and persons with disabilities are encouraged to apply.
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