Remote Director, Contact Center Leadership

Thrivent Financial; Northern (KY); Hybrid; USD 133,000 - 180,000; Full time

Benefits offered by this job

401k

Pension

Bonuses

Paid Time Off

Job summary

Thrivent Bank is seeking a Director, Contact Center to lead a team of Contact Center Managers and Client Care Professionals. This role drives strategy, operating processes, performance management, and engagement while aligning with the bank's digital strategy and preserving a human-centered service experience.

The position emphasizes workforce management, quality assurance, VOC, training, and cross-functional collaboration with IT, Compliance, Marketing, and Product. Reports to the VP and COO.

Qualifications

• Bachelor's in business/finance or related field; Master's preferred.
• 8–10 years in leadership, with 5+ in banking/financial services.
• Deep knowledge of contact center tech, analytics, and governance.

Responsibilities

• Develop and execute the strategic vision for the Thrivent Bank contact center.
• Oversee staffing, training, quality assurance, technology, and metrics.
• Recruit, mentor, and manage a high-performing team of professionals.
• Establish KPIs/SLAs and drive corrective actions to meet targets.
• Analyze data to find opportunities for cost optimization and satisfaction.

Skills

Leadership

Strategic thinking

Data analysis

Communication

Change management

Risk management

Education

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

Master's degree

Tools

CRM systems

ACD

IVR

WFM

Omnichannel platforms

Job description

Thrivent Bank is seeking a Director, Contact Center to lead a team of Contact Center Managers and Client Care Professionals. This role drives strategy, operating processes, performance management, and engagement while aligning with the bank's digital strategy and preserving a human-centered service experience.

The position emphasizes workforce management, quality assurance, VOC, training, and cross-functional collaboration with IT, Compliance, Marketing, and Product. Reports to the VP and COO.