Director, Contact Center Operations - Remote

Thrivent Financial; Appleton (WI); On-site; USD 133,000 - 180,000; Full time

Benefits offered by this job

Bonuses

Medical Insurance

Dental Insurance

Vision Insurance

Health Savings Account

Flexible Spending Account

401k

Pension

Life Insurance

AD&D Insurance

Disability Insurance

Paid Time Off

Holidays

Volunteer Time Off

Parental Leave

Employee Assistance Program

Well-being Benefits

Job summary

Thrivent Financial is seeking a Director, Contact Center in Wisconsin to lead a high-performing team of Contact Center Managers and Client Care Professionals. You will shape the strategic vision, manage staffing and training, and drive KPIs aligned with Thrivent Bank’s goals.

You will oversee budgeting, technology utilization, and cross-functional collaboration with IT, Risk, and Compliance to ensure an optimal, compliant customer journey. Excellent leadership and banking knowledge are essential.

Qualifications

• Bachelor’s degree in Business Administration, Finance, or a related field; Master’s degree preferred.
• 8–10 years of progressive leadership in contact centers, with 5+ years in banking/financial services.
• Proven track record leading large teams and complex operations.
• Deep understanding of contact center tech: CRM, ACD, IVR, WFM, omnichannel platforms.
• Strong analytical, data-driven decision making, and communication skills.
• Knowledge of banking regs/compliance (e.g., Reg E, BSA/AML, GLBA).
• Strategic thinker with ability to translate vision into actionable plans.
• Project management experience is a plus.

Responsibilities

• Develop and execute the strategic vision for the Thrivent Bank contact center.
• Oversee staffing, training, quality assurance, technology, and performance metrics.
• Recruit, coach, and manage a high-performing team of professionals.
• Establish and monitor KPIs and SLAs with corrective actions as needed.
• Analyze data to identify cost reductions and improved customer satisfaction.
• Collaborate with IT, Marketing, Product, and Compliance for seamless journeys.
• Manage budget and resource allocation; ensure risk management and compliance.

Skills

Leadership experience

Banking/financial services knowledge

CRM systems

ACD

IVR

WFM

Omnichannel platforms

Data analysis

Communication skills

Project management

Regulatory knowledge

Education

Bachelor's degree in Business Administration, Finance, or a related field

Master's degree preferred

Tools

CRM/ECM software

Contact center tooling

Job description

Thrivent Financial is seeking a Director, Contact Center in Wisconsin to lead a high-performing team of Contact Center Managers and Client Care Professionals. You will shape the strategic vision, manage staffing and training, and drive KPIs aligned with Thrivent Bank’s goals.

You will oversee budgeting, technology utilization, and cross-functional collaboration with IT, Risk, and Compliance to ensure an optimal, compliant customer journey. Excellent leadership and banking knowledge are essential.