Contact Center Director jobs in Texas

Job Summary: The Director of Digital Branch and Contact Center is a senior leadership role responsible for overseeing the digital customer service channels and the contact center operations. This role is pivotal in ensuring exceptional customer experiences across all digital touchpoints and optimizing the performance of the contact center. The ideal candidate will have a strong background in customer service management, financial services, digital technology, and strategic planning, with a proven track record of driving customer satisfaction and operational efficiency.

Key Responsibilities:

Leadership and Strategy:

• Develop and implement the strategic vision for the digital branch and contact center, aligning with the company's overall business goals.
• Lead, mentor, and manage a team of customer service professionals, ensuring high performance and engagement.
• Foster a customer-centric culture within the team, emphasizing continuous improvement and innovation.

Digital Branch Management:

• Oversee the operations of the digital branch, including online banking services, mobile applications, and web-based customer interactions.
• Ensure seamless integration of digital services with traditional banking channels.
• Collaborate with IT and product development teams to enhance digital platforms and tools, ensuring they meet customer needs and industry standards.

Contact Center Operations:

• Manage the day-to-day operations of the contact center, including inbound and outbound call management, chat, email, and social media interactions.
• Develop and monitor key performance indicators (KPIs) to assess and improve contact center performance.
• Implement best practices for workforce management, including scheduling, training, and quality assurance.

Customer Experience:

• Design and implement customer journey maps to identify and address pain points, ensuring a seamless and positive customer experience.
• Analyze customer feedback and data to identify trends and areas for improvement.
• Lead initiatives to enhance customer engagement and satisfaction, leveraging technology and innovative approaches.

Operational Efficiency:

• Develop and manage the budget for the digital branch and contact center, ensuring cost-effective operations.
• Implement process improvements and automation to increase efficiency and reduce operational costs.
• Ensure compliance with all regulatory requirements and internal policies.

Collaboration and Communication:

• Work closely with marketing, sales, IT, and other departments to ensure alignment and support for customer service initiatives.
• Communicate regularly with senior leadership on the progress, challenges, and successes of the digital branch and contact center.
• Represent the company at industry events and forums to stay abreast of trends and best practices.

Qualifications:

• Bachelor’s degree in Business Administration, Information Technology, or a related field. MBA or advanced degree preferred.
• Financial services background, lending preferred
• 10 years of experience in customer service management, with at least 5 years in a leadership role overseeing digital channels and contact center operations.
• Strong knowledge of digital banking services, customer service technologies, and contact center management.
• Excellent leadership, communication, and interpersonal skills.
• Proven ability to drive strategic initiatives and deliver measurable results.
• Experience with data analysis, reporting, and performance metrics.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.