Director, Contact Center – Bank

🔥 13 hours ago

🧀 Wisconsin – Remote

🧀 Wisconsin – Remote

💵 $132.8k - $179.7k / year

⏰ Full Time

🔴 Lead

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Thrivent

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1922

🏦 Banking

💸 Finance

🛡️ Insurance

Banking • Finance • Insurance

Thrivent is a holistic financial services organization that provides advice, investments, insurance, banking, and generosity programs. With a mission to reimagine financial services, Thrivent helps individuals and communities thrive by viewing money as a tool rather than a goal. Serving over 2 million clients, Thrivent is dedicated to helping them build their financial futures while living meaningful lives. The company is committed to diversity, equity, and inclusion, and it provides competitive compensation, professional growth opportunities, and programs to amplify generosity and impact. As a recognized leader in ethical financial practices, Thrivent has been named one of the "World's Most Ethical Companies" by the Ethisphere Institute and is included in Forbes' list of America's Best Insurance Companies.

📋 Description

• Develop and execute the strategic vision for the Thrivent Bank contact center • Oversee staffing, training, quality assurance, technology utilization, and performance metrics • Recruit, train, mentor, and manage contact center professionals • Establish and monitor KPIs and SLAs, implementing corrective actions as needed • Analyze contact center data and trends to improve processes, reduce costs, and enhance customer satisfaction • Collaborate with IT, Marketing, Product Development, Compliance, Digital, Operations, Risk/Compliance, Product, and Technology stakeholders • Manage the contact center budget and ensure efficient resource allocation and cost control • Monitor industry best practices, emerging technologies, and regulatory changes • Develop and implement contingency plans for business continuity and resilience • Ensure compliance with banking regulations, internal policies, and data security standards • Engage senior leaders and influence strategic alignment with enterprise priorities • Lead Contact Center Managers and indirectly influence Client Care Professionals • Influence external vendors and service partners through performance expectations and contract oversight • Elevate Voice of the Customer insights and frontline perspectives to inform decision-making and continuous improvement • Report directly to the Vice President and Chief Operating Officer

🎯 Requirements

• Bachelor's degree in Business Administration, Finance, or a related field • Minimum of 8–10 years of progressive leadership experience in contact center management • At least 5 years of experience within the banking or financial services industry • Proven track record leading large teams and managing complex contact center operations • Deep understanding of CRM systems, ACD, IVR, WFM, and omnichannel platforms • Strong analytical skills and ability to interpret data, identify trends, and make data-driven decisions • Excellent communication, interpersonal, and presentation skills • Demonstrated ability to drive operational efficiency and improve customer satisfaction • Knowledge of banking regulations and compliance requirements, including Reg E, BSA/AML, and GLBA • Ability to translate strategic vision into actionable plans • Project management experience is a plus • Master's degree preferred

🏖️ Benefits

• Various bonuses, including annual or long-term incentives • Medical, dental, and vision insurance • Health savings account • Flexible spending account • 401(k) • Pension • Life and accidental death and dismemberment insurance • Disability insurance • Supplemental protection insurance • 20 days of Paid Time Off each year • Sick and Safe Time • 10 paid company holidays • Volunteer Time Off • Paid parental leave • Employee Assistance Program (EAP) • Well-being benefits • Other employee benefits