National Contact Center Executive Leader

CommunityAmerica Federal Credit Union; Lenexa (KS); On-site; USD 150,000 - 230,000; Full time

Job summary

CommunityAmerica Federal Credit Union invites applications for Head of National Contact Center, a senior leadership role overseeing member service across voice, chat, AI-assisted, digital, and self-service channels.

You will develop a multi-year strategy, lead a high-performing team, and drive improvements in efficiency, experience, and growth by leveraging advanced technologies and data analytics to enhance service delivery nationwide.

Qualifications

• Bachelor's degree in Business Administration, Finance, Management, or related field.
• Ten years of progressive leadership experience in contact center or related banking/financial services environments.
• Five years leading multiple levels of leadership in a large-scale, multi-state contact center.
• Experience leading nationwide contact center operations across time zones and markets.
• Experience managing enterprise contact center platforms such as Five9 or equivalent technologies.

Responsibilities

• Develop and execute a multi-year Member Service Center strategy aligned with organizational goals, growth objectives, and member experience priorities.
• Define future state of member interactions across voice, chat, AI-assisted, digital, and self-service channels.
• Oversee contact center operations, workforce planning, service delivery, quality management, and performance optimization.
• Identify, evaluate, and implement AI, automation, and agent‑assist technologies to improve service delivery and efficiency.
• Lead the workforce and cultural transition associated with AI and automation adoption, ensuring staff are supported.
• Establish and monitor KPIs, use analytics to drive continuous improvement, and ensure risk management and compliance.

Skills

Leadership

Analytics

Strategic thinking

Change management

Communication

Stakeholder mgmt

Education

Bachelor's degree

Tools

Five9

CRM systems

Job description

CommunityAmerica Federal Credit Union invites applications for Head of National Contact Center, a senior leadership role overseeing member service across voice, chat, AI-assisted, digital, and self-service channels.

You will develop a multi-year strategy, lead a high-performing team, and drive improvements in efficiency, experience, and growth by leveraging advanced technologies and data analytics to enhance service delivery nationwide.