Director, Contact Center Operations

State Bank; Defiance (OH); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Annual incentive program up to 30%

Job summary

State Bank is seeking a seasoned Contact Center Administrator to lead daily operations, coach staff, and drive exceptional customer service across channels. You will monitor performance metrics, manage scheduling, and promote process improvements in a fast‑paced banking environment.

The role emphasizes leadership, data analysis, and collaboration with cross‑functional teams to ensure compliant, efficient operations and strong customer satisfaction.

Qualifications

• Bachelor's degree or equivalent combination of education, training and experience.
• Experience in customer contact center leadership preferred.
• Strong leadership, communication, and customer service skills required.

Responsibilities

• Oversee daily contact center activities including inbound/outbound calls, email, and online inquiries.
• Monitor service levels, call volumes, response times, and staffing requirements.
• Manage workforce scheduling and resource allocation to meet objectives.
• Ensure staff adherence to policies, procedures, and service standards.
• Provide coaching and performance feedback; conduct evaluations and development.
• Drive customer experience improvements and process optimization across channels.
• Develop reports on service levels, productivity, quality, and satisfaction.
• Ensure compliance with banking regulations and internal controls.
• Support automation and digital banking initiatives; participate in cross‑functional projects.

Skills

Leadership

Coaching

Communication

Customer service

Banking knowledge

Data analysis

CRM

Workforce management

Excel

Word/Outlook/Teams

Process improvement

Change management

Digital banking

Project management

Education

Bachelor's degree in Business/Finance/Management/Communications or related

Tools

CRM platforms

Workforce management systems

Excel

Word

Outlook

Teams

Job description

State Bank is seeking a seasoned Contact Center Administrator to lead daily operations, coach staff, and drive exceptional customer service across channels. You will monitor performance metrics, manage scheduling, and promote process improvements in a fast‑paced banking environment.

The role emphasizes leadership, data analysis, and collaboration with cross‑functional teams to ensure compliant, efficient operations and strong customer satisfaction.