Director, Contact Center & Member Experience (Hybrid)

Rfcu; Rockland (MA); Hybrid; USD 115,000 - 130,000; Full time

Benefits offered by this job

Great place to work

Competitive pay

Comprehensive benefits package

401(k) match

Hybrid work schedule (3 days in office

Paid time off

Tuition reimbursement

Career development opportunities

Job summary

Arise Financial (formerly Rockland FCU) invites you to join as Director, Contact Center in Rockland, MA. Lead strategy, people, and operations to deliver exceptional member experiences across channels, while building high-performing teams and scalable processes.

You will partner across IT, Digital, Operations, Marketing, Lending, Retail, and more to drive automation, data-driven decisions, and compliant service. Hybrid work arrangement requires in-office presence at least 3 days weekly.

Qualifications

• 7+ years in contact center or related operations.
• 3–5 years of leadership experience.
• Knowledge of contact center operations and quality assurance.
• Experience with contact center technology and digital service channels.
• Ability to base decisions on operational and member data.

Responsibilities

• Lead Contact Center leaders and staff with clear performance expectations.
• Oversee daily operations across phone, digital, and service channels.
• Monitor metrics and drive performance improvements.
• Oversee QA, call monitoring, coaching, training.
• Use member feedback to identify service gaps and improvements.
• Collaborate with IT, Digital, Operations, Marketing, Lending, Retail and more.
• Lead automation and AI-enabled solutions for efficiency.
• Ensure policies, security, and regulatory compliance.
• Manage staffing, budget, vendors and resources.
• Present performance and financial reporting to leadership.
• Advocate for Contact Center aligning with enterprise goals.

Skills

Leadership

Operations management

Data analysis

CRM platforms

Communication

Budgeting

Workforce management

Education

Bachelor’s degree or equivalent experience

Tools

Telephony systems

CRM systems

Workforce management tools

Digital service channels

Job description

Arise Financial (formerly Rockland FCU) invites you to join as Director, Contact Center in Rockland, MA. Lead strategy, people, and operations to deliver exceptional member experiences across channels, while building high-performing teams and scalable processes.

You will partner across IT, Digital, Operations, Marketing, Lending, Retail, and more to drive automation, data-driven decisions, and compliant service. Hybrid work arrangement requires in-office presence at least 3 days weekly.