contact center director

Storable

<div>
 
 Overview
 
 
 The Director of Call Center Operations will own the end-to-end strategy, performance, and evolution of Storable&rsquo;s Marketplace contact center. This is a senior leadership role responsible for maximizing revenue, efficiency, and customer experience across a BPO-operated, B2C contact center that serves as a critical growth engine for the Marketplace business.
 
 
 This leader will ensure Storable is partnered with the right BPOs, operating with the right technology stack, and using the right performance frameworks to scale revenue predictably. The Director will operate at a strategic level&mdash;setting vision, defining success metrics, and holding partners accountable&mdash;while empowering internal leaders and BPO teams to execute.
 
 
 The ideal candidate brings deep experience running revenue-generating contact centers with BPO partners, is highly data-driven, and has a forward-looking mindset around AI, automation, and the future of voice-based customer engagement. This role will report to the GM of Marketplace and serve as the primary executive owner of contact center performance.
 
 
 &nbsp; Key Responsibilities
 
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 Own the Marketplace contact center strategy and performance end-to-end, including revenue, conversion, cost efficiency, and customer experience
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 Evaluate, select, and manage BPO partners to ensure strong operational execution and long-term scalability
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 Define and evolve the contact center operating model across people, process, and technology
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 Establish clear KPIs, performance targets, and governance models for internal teams and external partners
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 Lead executive-level performance reviews, forecasting discussions, and strategic planning for the contact center
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 Partner closely with Marketplace leadership, Product, Revenue, and Analytics to optimize the consumer funnel and monetization strategy
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 Drive the roadmap for contact center technology, including CRM, telephony, analytics, QA, and AI-enabled solutions
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 Identify and execute opportunities to leverage AI and automation (including voice agents) to improve efficiency, scale, and customer experience
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 Ensure strong financial discipline through capacity planning, budgeting, and ROI analysis
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 Build, mentor, and develop internal leadership to support execution while maintaining strategic focus
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 </ul>
 
 
 
 Required Competencies
 
 
 
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 Senior leadership experience owning a revenue-generating B2C contact center function
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 Deep experience working with and scaling BPO-operated contact centers
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 Proven ability to drive performance through data, analytics, and structured operating rhythms
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 Strong business acumen with experience balancing growth, efficiency, and customer experience
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 Executive-level communication skills with the ability to influence across senior leadership teams
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 Experience selecting, implementing, and optimizing contact center technologies
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 Ability to operate under broad direction while setting vision and driving outcomes
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 </ul>
 
 Preferred Competencies
 
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 Direct experience launching or managing AI voice agents or advanced contact center automation
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 Experience in Marketplace, e-commerce, or transactional consumer environments
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 Background working with nearshore or offshore contact centers in Latin America
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 Experience scaling contact center operations during periods of rapid growth or transformation
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 Familiarity with M&amp;A or post-acquisition integration of contact center operations
 </li>
 </ul>
 
 
 
 &nbsp;
 
 
 
 
 All applicants must be currently authorized to work in the United States on a full-time basis.
 
 
 
 Storable is a fully distributed company, but is currently only registered for employment in certain states.
 
 To be eligible for employment, you must reside in the following states: &nbsp;AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KS, LA, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY.&nbsp;
 
 
 About Us:
 
 
 At Storable, we&rsquo;re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV &amp; camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments, and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com
 
 
 At the heart of Storable is our &ldquo;Win More&rdquo; culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. As we continue to grow, we are embracing an AI-forward approach by thoughtfully integrating intelligent automation, advanced analytics, and data-driven insights into our platform and operations to help our customers and teams operate smarter, move faster, and win more than ever before.
 
 
 Benefits and Perks:&nbsp;
 
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 Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
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 401(k) match after 60 days, 100% vested after 1 year.
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 Employer contribution to your HSA, plus an HRA to help offset your deductible.
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 Instant access to flexible vacation. We trust you, so we have a &lsquo;take what you need&rsquo; vacation policy.
 </li>
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 Be More &ndash; company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
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 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
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 8 hours of Rest, Relax, Recharge time to care for your mental health.
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 Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
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 Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
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 &rsquo;Paw&rsquo;ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
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 Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed.
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 $50 monthly home data stipend, plus a home office sign-on bonus of $250.
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 Fertility care support options to help in your journey towards parenthood.
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 Access to financial experts to help you make informed decisions and achieve your financial goals.
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 Direct Student Loan Payment Program, some qualifications and eligibility rules apply.
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 </ul>
 
 Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.
 
 
 Important Notice: To protect yourself from fraudulent activities, please consider the following:&nbsp;
 
 
 - Official Communication: All genuine communication from Storable will come from official email addresses, ending in &ldquo;@storable.com.&rdquo; Be cautious of any communication that doesn&rsquo;t match this criteria.
 
 - No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it&rsquo;s a red flag.
 
 - Verification: If you&rsquo;re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please contact our HR department directly at POps@storable.com for verification.
 
 
 Your security and trust are paramount to us. If you suspect you&rsquo;ve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to POps@storable.com
 
 
 Pay Transparency at StorableAt Storable, we believe in the power of transparency to help our employees Do More and Win More. We value our employees and want to ensure equity and fairness in compensation, which is why we make sure to include the salary range or hourly rate in each job posting.The range listed below is reflective of the base salary market potential for the role over time. The compensation we will offer for this role is within this range and is based on our internal budget along with your skills and experience level. Please talk to your recruiter about the variable pay plan and earning potential for this role.
 
 
 Potential Pay Range: $140,000 USD - $160,000 USD
 
</div>

Call Center Director

Trueline

<div>
 
 Trueline's client, a fast-growing residential exterior remodeling company based in NJ, is seeking a
 
 Call Center Director
 
 to build and lead a high-performing outbound sales team. This is a hands-on leadership role responsible for creating scalable outbound calling operations, developing talent, and driving consistent lead generation through cold outreach and strategic follow-up.
 
 
 
 What You'll Do as the Call Center Director:
 
 
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 Build, launch, and manage an outbound cold-calling team of 5-15 representatives
 
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 Develop call scripts, outreach strategies, and follow-up processes to drive qualified appointments
 
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 Personally contribute to outbound calling efforts while establishing performance standards
 
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 Hire, onboard, and train entry-level and mid-level sales development reps
 
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 Lead daily team meetings focused on metrics, motivation, and accountability
 
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 Monitor KPIs including call volume, contact rate, set rate, and conversion performance
 
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 Collaborate with sales and operations leadership to align on revenue goals and pipeline needs
 
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 Create a structured training and coaching program to continuously improve team performance
 
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 </ul>
 
 
 Must-Haves as the Call Center Director:
 
 
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 Prior experience leading an outbound call center or inside sales team
 
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 Proven success building and scaling a team from the ground up
 
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 Strong track record in cold calling and appointment setting
 
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 Experience recruiting, hiring, and developing sales talent
 
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 Data-driven mindset with comfort managing KPIs and performance dashboards
 
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 Ability to work onsite in NJ and lead from the front
 
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 </ul>
 
 
 Nice-to-Haves as the Call Center Director:
 
 
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 Experience in residential remodeling, roofing, siding, or windows
 
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 Familiarity with CRM systems such as HubSpot
 
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 Background in script development and sales training programs
 
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 </ul>
 
 
 Our Client Offers:
 
 
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 Competitive base salary plus commission with OTE around $100,000-$120,000 per year
 
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 Performance-driven bonus structure
 
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 Lifetime gym membership and frequent team events
 
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 Clear advancement path within a growing leadership team
 
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 Tight-knit, family-owned, values-driven culture
 
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 Full-time schedule, Monday through Friday with occasional Saturday mornings as needed
 
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 </ul>
 
 This is an ideal opportunity for a motivated sales leader who wants to build something meaningful, develop a team from the ground up, and make a direct impact on company growth.
 
 
 
 Trueline and its clients are unabashed equal-opportunity employers committed to a diverse workforce. We welcome smart and ambitious applicants and recruit, refer, hire, place, and promote without regard to race, color, gender, religion, national origin, ancestry, citizenship, disability, age, sexual orientation, or any other characteristic protected by federal or state law.
 
 
</div>

RedSpeed Illinois

Call Center Director &ndash; Job DescriptionPosition SummaryWe are seeking an experienced and strategic Call Center Director to lead and oversee daily operations of a high-volume customer service and support center with 30+ team members. This role requires a hands-on leader with proven experience implementing and managing phone systems, improving operational performance, developing reporting and forecasting models, and providing executive-level insights to leadership and the CEO.The ideal candidate combines strong operational leadership with technical expertise, workforce management experience, and the ability to drive customer satisfaction, team performance, and organizational growth.Key ResponsibilitiesLeadership &amp; Operations<ul><li>Direct and manage all call center operations for a team of 30+ employees, including supervisors, team leads, and agents.</li><li>Establish performance goals, KPIs, and service standards to ensure operational excellence.</li><li>Oversee staffing, scheduling, workforce planning, and productivity management.</li><li>Develop and maintain a positive, high-performance culture focused on accountability, customer experience, and continuous improvement.</li><li>Conduct regular coaching, performance evaluations, and leadership development for management staff.</li><li>Ensure compliance with company policies, customer service standards, and regulatory requirements.</li></ul>Phone System &amp; Technology Management<ul><li>Lead the implementation, optimization, and ongoing management of phone systems and call center technologies.</li><li>Work closely with IT and vendors to deploy new systems, upgrades, integrations, and process improvements.</li><li>Troubleshoot operational and technical issues impacting call center performance.</li><li>Evaluate and recommend new technologies to improve efficiency, reporting, and customer experience.</li><li>Manage dialer systems, CRM integrations, call routing, IVR systems, and workforce management tools.</li></ul>Reporting &amp; Executive Communication<ul><li>Create detailed operational projections, forecasting models, and workforce planning reports.</li><li>Prepare high-level executive reports and presentations for the CEO and senior leadership team.</li><li>Analyze call center metrics including service levels, abandonment rates, average handle time, conversion rates, quality assurance scores, and customer satisfaction metrics.</li><li>Identify trends, risks, and opportunities through data analysis and provide strategic recommendations.</li><li>Deliver regular business reviews and operational updates to executive leadership.</li></ul>Process Improvement &amp; Strategy<ul><li>Develop and implement strategies to improve customer satisfaction, operational efficiency, and employee engagement.</li><li>Monitor and improve workflows, scripting, escalation procedures, and quality assurance programs.</li><li>Drive continuous improvement initiatives using performance data and customer feedback.</li><li>Collaborate cross-functionally with HR, IT, Operations, and Executive Leadership to support company goals.</li></ul>Qualifications<ul><li>Bachelor&rsquo;s degree in Business Administration, Operations Management, Communications, or related field preferred.</li><li>5+ years of experience in call center leadership, including Director or Senior Management level experience.</li><li>Proven hands-on experience implementing and managing phone systems and call center technologies.</li><li>Experience managing teams of 30+ employees in a fast-paced environment.</li><li>Strong analytical and reporting skills with experience creating executive-level reports and operational projections.</li><li>Proficiency with CRM systems, workforce management software, and reporting tools.</li><li>Excellent leadership, communication, and organizational skills.</li><li>Ability to manage multiple priorities and lead operational change effectively.</li></ul>Preferred Skills<ul><li>Experience with VoIP systems, cloud-based contact center platforms, and system integrations.</li><li>Advanced Excel and reporting/dashboard experience.</li><li>Strong understanding of KPI management, workforce forecasting, and performance analytics.</li><li>Experience presenting to executive leadership and CEOs.</li><li>Process improvement or Lean/Six Sigma experience is a plus.</li></ul>Core Competencies<ul><li>Strategic Leadership</li><li>Operational Management</li><li>Technical Implementation</li><li>Executive Reporting</li><li>Team Development</li><li>Customer Experience Management</li><li>Data Analysis &amp; Forecasting</li><li>Problem Solving &amp; Decision Making</li></ul>Compensation &amp; Benefits<ul><li>Competitive salary based on experience</li><li>Performance bonus opportunities</li><li>Health, dental, and vision insurance</li><li>Paid time off and holidays</li><li>Professional development opportunities</li></ul>Pay: From $100,000.00 per yearBenefits:<ul><li>401(k)</li><li>Dental insurance</li><li>Flexible schedule</li><li>Health insurance</li><li>Life insurance</li><li>Paid time off</li></ul>Work Location: In person

IntouchCX

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 Are you looking for an exciting new challenge? IntouchCX is looking for you!
 As one of the world’s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.
 We’re hiring a Director of Operations to be involved in all facets of the contact center operations including hiring, training, quality control, reporting, performance optimization and partner services. Our ideal candidate is a fearless leader with a drive to deliver extraordinary results.
 
As Director of Operations, You Will…
 <ul>
<li>Drive “best practices” in all areas of responsibility</li>
<li>Ensure proper planning, staffing, training and development is achieved across all teams</li>
<li>Be responsible for ramp-up drives and goals</li>
<li>Create action plans for continuous growth and improvement, business development and client satisfaction</li>
<li>Drive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service</li>
<li>Direct and audit to ensure adherence to corporate policies and processes, while honoring client specific policies & processes</li>
<li>Support and drive the IntouchCX culture within teams and at our campuses, while also integrating partner culture</li>
<li>Motivate and inspire teams, while building trusting relationships throughout the organization</li>
<li>Develop and execute motivational incentives on the floor</li>
<li>Partner with stakeholders across the organization in a collaborative manner to ensure consistency within Operations</li>
<li>Maintain close auditing cadence through reporting, observations and personal contact</li>
<li>Work directly with Operations Workforce Optimization teams to deliver client staffing requirements</li>
</ul>
As Director of Operations, You Have…
 <ul>
<li>Post-secondary diploma or degree with a major in Business</li>
<li>7 - 9 years of experience in contact center leadership, including managing cross-functional teams</li>
<li>5 years of relevant experience in client relationship management</li>
<li>Experience in analyzing/influencing profit & loss statements and performing cost analysis</li>
<li>Experience with maintaining and developing operational statistics, financial management information and results reporting</li>
<li>Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments</li>
<li>Excellent organizational and time management skills with the ability to work under tight deadlines</li>
<li>The ability and motivation to meet program and internal business KPIs</li>
<li>The ability to implement change and innovation throughout teams</li>
</ul>

Director of Operations

Galen College of Nursing

<div>This position is incentive eligible. 
 
 
At Galen College of Nursing, we educate and empower nurses to change lives. Since 1989, we&rsquo;ve dedicated our work to delivering high-quality nursing education with a student-first mindset. As one of the largest private nursing colleges in the country, we combine the support of a close-knit learning environment with the strength of a nationally recognized institution, HCA Healthcare.
That same passion for excellence in the classroom extends to our offices. At Galen, you&rsquo;ll find a culture deeply rooted in collaboration, innovation, and a shared commitment to improving the future of healthcare. Your work directly touches the next generation of nurses, and your contributions help our students pursue their dream of a compassionate career.
If you&rsquo;re looking for a career where you can make a difference, grow professionally, and be part of a caring team, we&rsquo;d love for you to apply for the Director of Enrollment Contact Center position today!
Click here to learn more about Galen!
Position Overview:
Galen College of Nursing is on a mission to grow and the team behind student enrollment is at the heart of that effort. We are looking for a Director of Enrollment Contact Center who is a seasoned operational leader with a passion for performance, people development, and process excellence.
This is a high-impact leadership role responsible for the full strategic and operational ownership of our enrollment contact center, a team that serves as the first connection point for prospective students across 25+ campuses nationwide. You will drive the metrics that matter, develop the leaders around you, and build a culture of accountability and excellence that directly supports Galen's enrollment growth.
If you are the kind of leader who thrives on goals, knows how to build and coach high-performing teams, and can turn data into decisions, we want to hear from you.
Key Responsibilities:<ul><li>
Lead contact center strategy and operations across all campus markets, owning omnichannel workflows (voice, SMS, email, chat), service levels, and operational standards that align with institutional enrollment goals.</li><li>
Drive enrollment performance metrics including appointments scheduled, lead-to-appointment conversion, speed-to-lead, show rates, and conversion progression, monitoring trends and making real-time adjustments to improve outcomes.</li><li>
Develop and hold accountable a team of managers, supervisors, and agents through structured coaching plans, scorecards, performance frameworks, and leadership development pathways.</li><li>
Manage workforce planning including staffing models, scheduling, forecasting, and capacity planning aligned to lead volume and seasonality.</li><li>
Own contact center technology including implementation, configuration, and optimization of platforms like Genesys, AI-driven tools, and reporting dashboards, in partnership with IT and vendors.</li><li>
Ensure quality and compliance by establishing call quality standards, auditing processes, and ensuring adherence to TCPA/DNC regulations and institutional policies.</li><li>
Partner cross-functionally with Enrollment, Marketing, Campus Leadership, and Student Services to optimize lead flow, conversion, and the overall student experience.</li></ul>
Position Requirements:
Required:<ul><li>
7-10+ years of leadership experience in a contact center or call center environment with accountability to conversion, sales, or enrollment outcomes.</li><li>
Proven workforce management expertise. You understand staffing models, forecasting, scheduling, and how to align capacity to demand.</li><li>
Strong performance management background. You build frameworks, coach to results, and know how to develop leaders at every level.</li><li>
Data fluency. You use directional and real-time analytics to drive decisions, identify trends, and lead continuous improvement.</li><li>
Experience leading technology implementations or major system upgrades in a contact center environment.</li><li>
Familiarity with TCPA/DNC regulations and data privacy compliance for telephony and SMS communications.</li><li>
Demonstrated success leading multi-site or scaled operations.</li></ul>
Preferred:<ul><li>
Experience with cloud-based contact center platforms such as Genesys or equivalent.</li><li>
Background in higher education enrollment or a similarly regulated service environment.</li><li>
Experience building or overseeing QA, training, and coaching programs.</li><li>
Bachelor's degree in Business, Operations, Communications, or a related field.</li></ul>
Who Should Apply?<ul><li>
You don't need to come from higher education and call center experience alone isn't what sets the right candidate apart here. This role is the right fit if you are:</li><li>
A goal-driven leader who sets high expectations, builds systems to track performance, and holds yourself and your team accountable to results.</li><li>
An experienced people performance manager who knows how to coach both skill and will, developing agents and leaders who grow with the organization.</li><li>
Someone with strong workforce management instincts. You understand how to forecast, staff, and optimize a remote team efficiently.</li><li>
A strategic operator who can zoom out to see the big picture while staying close enough to the data to make real-time adjustments.</li><li>
Comfortable leading remote, distributed teams and keeping them aligned, motivated, and performing at a high level.</li><li>
Energized by meaningful work. Every appointment scheduled and every student enrolled moves us one step closer to addressing the nursing workforce shortage in America.</li></ul>
Benefits
At Galen College of Nursing, we want to ensure your needs are met. We offer a comprehensive package of medical, dental, and vision plans, tuition discounts, along with unique benefits, including:<ul><li>
Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.</li><li>
Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance, and more.</li><li>
Free counseling services and resources for emotional, physical, and financial well-being</li><li>
401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)</li><li>
Employee Stock Purchase Plan with 10% off HCA Healthcare stock</li><li>
Family support through fertility and family building benefits with Progyny and adoption assistance.</li><li>
Referral services for children, elders, and pet care, home and auto repair, event planning, and more.</li><li>
Consumer discounts through Abenity.</li><li>
Retirement readiness, rollover assistance services, and preferred banking partnerships.</li><li>
Education assistance (tuition, student loan, certification support, dependent scholarships).</li><li>
Colleague recognition program.</li><li>
Time Away from Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence).</li><li>
Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.</li></ul>
Learn more about Employee Benefits.
Note: Eligibility for benefits may vary by location.
Galen College of Nursing is recognized as a 2023 National League of Nursing (NLN) Center of Excellence (COE).
Galen&rsquo;s Compassionate Care Model Values<ul><li>
Inclusivity: I foster an environment that provides opportunity for every individual to reach their full potential.</li><li>
Character: I act with integrity and compassion in all I do.</li><li>
Accountability: I own my role and accept responsibility for my actions.</li><li>
Respect: I value every person as an individual with unique contributions worthy of consideration.</li><li>
Excellence: I commit myself to the highest level of quality in everything I do.</li></ul>
Learn more about our vision and mission.
Experience the HCA Healthcare difference where colleagues are trusted, valued members of our healthcare team. Grow your career with an organization committed to delivering respectful, compassionate care, and where the unique and intrinsic worth of each individual is recognized. Submit your application for the opportunity below:
Director of Enrollment Contact Center
Galen College of Nursing</div>

Director of Enrollment Contact Center

Service 1 Federal Credit Union

Do you enjoy working in a team environment with team members who are committed to providing outstanding member service? Are you passionate about serving your community in order to make a difference for as many people as possible? If you answered yes to both of these questions, Service 1 Federal Credit Union may have an opportunity for you!Service 1 Federal Credit Union is seeking a motivated and knowledgeable Contact Center Supervisor (full-time). The Contact Center Supervisor will be responsible for overseeing day-to-day Contact Center operations, ensuring effective and efficient delivery across phone, chat, SMS, virtual teller, online account opening, home banking, and all other member correspondence. The Contact Center Supervisor will also be responsible for leading, coaching, and managing Contact Center staff to achieve performance goals while delivering exceptional, high-quality member service. Applicants should possess strong leadership skills, excellent communication skills, and a positive attitude. Essential functions include:&middot; Assumes responsibility for the effective oversight and supervision of the Contact Center team.&middot; Assists in developing, supporting, and motivating the Contact Center team by ensuring access to the tools, training, and information required for success.&middot; Motivates and supports personnel through consistent communication, timely feedback, and ongoing performance discussions.&middot; Conducts observation-based coaching sessions to identify improvement opportunities and recognize positive behaviors across all engagement channels.&middot; Promotes a supportive, positive environment where personnel are empowered to solve problems and resolve member issues.&middot; Manages department schedules and staffing levels by monitoring attendance and engagement volume across all channels.&middot; Proactively identifies and resolves issues to minimize member impact and ensure timely resolution.&middot; Determines the appropriate course of action for problem resolution and communicates decisions clearly to all parties involved.&middot; Conducts research and resolves documentation errors or discrepancies accurately and promptly.&middot; Assists with high-level member escalations in a professional, timely, and solution-focused manner.&middot; Provides members with basic information regarding accounts, products, services, and payments, and performs basic account maintenance.&middot; Coordinates the completion of required forms for disputes, wires, accounts, and applications.&middot; Actively promotes cross-selling of products and services across all communication channels.&middot; Ensures Service 1 FCU&rsquo;s brand and culture are consistently reinforced in all member interactions and internal practices.&middot; Complies with all policies, procedures, and Service 1 FCU&rsquo;s Information Security policy.&middot; Keeps management informed of departmental activities, performance trends, and significant issues.&middot; Prepares and evaluates monthly reports to track volume and relevant channel statistics.&middot; Measures and monitors KPIs and overall performance results to support service and operational goals.&middot; Assists in the development of Contact Center policies, procedures, and quality standards.&middot; Perform other duties as needed.Education and Experience Requirements:&middot; Previous Contact Center experience&middot; Previous financial institution experience (preferred)Required Skills:&middot; Demonstrate excellent communication skills&middot; Ability and desire to lead others&middot; Ability to make independent decisions&middot; Ability to analyze and research information to determine a solution&middot; Ability to present oneself as well as Service 1 FCU in a professional mannerService 1 Federal Credit Union offers an amazing benefit package with health, dental, vision, short-term disability, long-term disability and group term life insurance coverage(s) available. A generous 401(k) contribution and PTO benefits are also provided. Wages commensurate with experience. EOE.Benefits:<ul><li>401(k)</li><li>Dental insurance</li><li>Flexible spending account</li><li>Health insurance</li><li>Life insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Work Location: In person

Contact Center Supervisor

DataPath, Inc.

Role SummaryThe Contact Center Supervisor is responsible for overseeing daily contact center operations, ensuring service levels, quality standards, compliance requirements, and participant experience expectations are consistently met. This role directly supervises Contact Center Representatives and serves as the primary escalation point for complex participant and employer inquiries.Key Responsibilities<ul><li>Supervise on-shore Contact Center Representatives (CSRs) and support day-to-day activities of on-shore and off-shore CSRs handling calls and emails related to HSAs, FSAs, HRAs, COBRA, and other benefit plans.</li><li>Monitor and manage performance metrics including AHT, accuracy, quality scores, call volume, and SLA adherence.</li><li>Conduct call listening, email reviews, and quality audits for coaching, training, and performance management purposes.</li><li>Handle escalated participant and employer issues requiring advanced knowledge or judgment.</li><li>Support workforce planning, scheduling, coverage management, and workload balancing.</li><li>Ensure adherence to scripts, SOPs, HIPAA requirements, and IRS regulations.</li><li>Attend all Product Enhancement review meetings to identify impacts to processes supported by team and make appropriate updates to procedures, workflows, etc.Partner with Training, Product, and Operations leadership to improve processes, tools, and customer experience.</li><li>Serve as back-up to the Client Operations Supervisor</li><li>Other duties as assigned</li></ul>Required Qualifications<ul><li>3-5 years of contact center or customer service operations experience.</li><li>Prior supervisory or team lead experience strongly preferred.</li><li>Strong coaching, communication, and documentation skills.</li><li>Comfort working with performance metrics and operational reporting.</li><li>Must be able to pass a background check.</li></ul>Preferred Qualifications<ul><li>College coursework or degree in business, healthcare, accounting, or a related field.</li><li>Working knowledge of FSAs, HSAs, HRAs, COBRA, and other pre-tax benefit plans.</li><li>Familiarity with HIPAA compliance and IRS regulations.</li></ul>Pay: $50,000.00 - $60,000.00 per yearBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Flexible schedule</li><li>Flexible spending account</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Education:<ul><li>High school or equivalent (Preferred)</li></ul>Experience:<ul><li>call center supervisor: 3 years (Preferred)</li></ul>Work Location: Remote

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