Director of Contact Center

Peak Credit Union

. Develops and executes the strategic vision for the Contact Center, aligning with the Credit Union's mission, vision, values and objectives .

Posted 4/22/2026full-timeRemote • Oregon, Washington • 🇺🇸 United StatesLead💰 $149,760 - $224,640 per yearWebsite

About the role

Key responsibilities & impact

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
Champions a member-centric approach to deliver exceptional service and strengthen member loyalty across all channels
Establishes and maintains a quality assurance program
Develops and implements standard operating procedures, ensuring consistency and efficiency in service delivery
Oversees the Contact Center budget
Leads workforce management
Leverages technology to streamline operations
Manages vendor relationships
Serves as a key point of contact for Contact Center-related matters
Identifies and mitigates operational risks

Requirements

What you’ll need

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
Bachelor's Degree in Business Administration, Management, or a related field of study

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Medical, Dental, and Vision insurance 100% paid by company for employee only coverage
Health Care FSA (HCFSA)
Health Savings Account (HSA)
Dependent Care FSA (DCFSA)
Life and AD&D insurance
8 hours of vacation and sick leave accrued monthly
11 paid holidays, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce managementquality assuranceperformance metricsKPI developmentbudget managementproject managementstandard operating proceduresrisk mitigationsystems administrationstrategic planning

Soft Skills

leadershipcoachingcommunicationmember-centric approachteam developmentproblem-solvingrelationship managementorganizational skillsadaptabilityservice orientation