Description
Director of Call Center
Lead the Future of Member Experience at EECU
EECU is seeking a strategic, results-driven Director of Call Center to elevate and transform our member contact experience. This role is a high-impact leadership opportunity to modernize operations, optimize workforce strategy, and shape how members engage with us across voice, digital, AI, and emerging service channels.
This leader will play a pivotal role in strengthening digital adoption, enhancing operational performance, and delivering exceptional member service — while preserving the high-touch experience EECU is known for.
This is a full-time onsite leadership role at our EECU Cullen Operations Center.
The Opportunity
As Director of Call Center, you will set the vision and strategy for EECU's multi-channel contact center operations, serving thousands of members annually across voice, chat, messaging, SMS, IVR, and AI-enabled self-service platforms.
You will lead a high-performing leadership team and own the performance, efficiency, and continuous evolution of the contact center. Success in this role means delivering measurable improvements in service levels, operational efficiency, digital engagement, and member satisfaction — while building a strong, engaged culture. This role carries enterprise visibility and influence, partnering cross-functionally to drive meaningful organizational impact.
What You'll Lead
Strategic Leadership & Innovation
- Define and execute the long-term strategy for EECU's multi-channel contact center
- Lead digital transformation initiatives, including automation and AI-enabled service solutions
- Evaluate emerging technologies and partner with vendors to drive innovation and accountability
- Translate operational data into enterprise-level insights that influence business strategy
Operational & Financial Excellence
- Oversee daily operations to ensure productivity, quality, and SLA achievement
- Own workforce planning, capacity modeling, and staffing strategy
- Drive measurable improvements in AHT, service level, cost per contact, first-call resolution, and digital adoption
- Manage departmental budget, vendor relationships, and contract performance
- Develop KPIs and reporting frameworks that measure performance, efficiency, and member experience
Member Experience Leadership
- Champion a culture of service excellence and accountability
- Strengthen the end-to-end member journey across all contact channels
- Ensure complex member issues are resolved with professionalism and sound judgment
- Balance efficiency with personalized member engagement
Team & Culture Development
- Build, mentor, and inspire a high-performing leadership team
- Drive recruitment, succession planning, leadership coaching, and performance management
- Foster a culture of accountability, continuous improvement, and measurable results
- Successfully lead hybrid team environments (preferred experience)
Cross-Functional Partnership
- Collaborate with Executive Leadership, IT, Compliance, Fraud/BSA, and enterprise stakeholders
- Ensure alignment between service delivery, regulatory compliance, and operational strategy
- Evaluate system capabilities and technical feasibility to enhance member-facing solutions
What You Bring
- Bachelor's degree in a relevant field
- 5+ years of banking and/or lending experience
- Proven success leading a high-performing contact center
- Strong background in digital banking operations and performance management
- Deep understanding of financial institution products, services, and best practices
- Experience building and managing KPIs and performance-based metrics
- Demonstrated success driving process improvement and automation initiatives (preferred)
Technology Experience (Strong Plus)
- Jack Henry Symitar
- MeridianLink
- Talkdesk
- Workforce management and analytics platforms
What We Value in a Director of Call Center
- A strategic thinker who executes with discipline
- A data-driven decision maker who owns outcomes
- A culture-builder who connects with teams at all levels
- Calm under pressure and decisive in complex situations
- Passionate about delivering exceptional member experiences
How Success Is Measured
- Achievement of enterprise KPIs
- Member satisfaction and experience metrics
- Service level agreement performance
- Operational efficiency and cost optimization
- Engagement, retention, and development of the Call Center team
Why EECU?
At EECU, we believe exceptional member experience starts with exceptional leadership. This is your opportunity to shape a critical service channel, influence enterprise strategy, and lead meaningful transformation within a growing financial institution.
If you're ready to build, elevate, and innovate — we're ready to meet you.
For more than 90 years, Fort Worth-based EECU community credit union has been committed to providing members A Better Way of Banking®. Today, EECU is one of the largest credit unions in Texas with $4 billion in USD assets and serves over 297,000 members through 21 financial centers across North Texas. In the true spirit of the credit union philosophy “people helping people” EECU was recently honored with the Fort Worth Business Press Corporate Philanthropy Award for employee volunteerism, named Best Bank/Credit Union by the Fort Worth Star Telegram's readers, and became the 1st credit union in Fort Worth to become Blue Zones certified for promoting employee well-being.
EECU is an EOE/Vets/Disabled Employer.
We are an Equal Opportunity Employer and do not discriminate against applicants due to veterans' status or on the basis of disability.
For more information on our organization and benefits please visit EECU Careers at www.eecu.org/careers.
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