Contact Center Director / Senior Leader

About the Role

A regional bank headquartered in New Jersey, offering personal and business banking services, including management services and digital banking, is seeking a Contact Center Director to lead their customer experience and service delivery operations.

Responsibilities

• Provide overall leadership and direction for the Contact Center.
• Establish and manage service level, quality, and customer satisfaction goals.
• Lead workforce planning, staffing, budgeting, and performance management activities.
• Drive process improvements, automation, and digital adoption initiatives.
• Partner with business lines to ensure effective support for products, services, and customer needs.
• Manage regulatory, compliance, audit, and risk-related responsibilities.
• Develop and mentor managers and supervisors while building a high-performance culture.

Qualifications

• 10-15 years of experience in a relevant field.
• Experience in leadership roles within contact center operations.

Pay

Pay Rate: $45 – $50/hr, depending on experience (DOE)