Director, Contact Center – Thrivent Bank
Core
Leading a team of Contact Center Managers and Client Care Professionals to deliver efficient, high-quality banking services while aligning operations with the bank's digital strategy and strategic objectives.
Role type
Senior leadership IC (Director)
Builds
Scalable contact center operating model supporting growth and human-centered service
Domain
Banking / Financial Services / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic planning, workforce management, quality assurance, talent development, data analysis, budget management, regulatory compliance, change management, stakeholder collaboration
Preferred skills
Project management, omnichannel platform expertise
Technologies
CRM systems, ACD, IVR, WFM, omnichannel platforms
Responsibilities
Develop and execute strategic vision for contact center operations; oversee staffing, training, QA, and performance metrics; recruit, mentor, and manage high-performing teams; analyze data to drive process improvement and cost reduction; manage budget and resource allocation; ensure compliance with banking regulations; develop contingency plans for business continuity.
Seniority
Director, strategic leadership & team management
