Director of Contact Center

Job Summary

Peak Credit Union is seeking a seasoned Director of Contact Center to lead and elevate its member service operations across the United States, with a focus on candidates residing in Oregon and Washington. This senior role offers a competitive salary range of $149,760 – $224,640 and reports directly to senior executive leadership.

Key Responsibilities

• Develop and execute the strategic vision for the contact center, aligning with Peak Credit Union’s mission to serve members and local communities.
• Oversee daily operations, including inbound/outbound call handling, chat, email, and emerging digital channels.
• Implement performance metrics, quality assurance programs, and continuous improvement initiatives to achieve high member satisfaction scores.
• Recruit, mentor, and retain a high‑performing team of supervisors, agents, and support staff.
• Manage budgeting, forecasting, and resource allocation to ensure cost‑effective service delivery.
• Collaborate with IT, compliance, and product teams to integrate new technologies and maintain regulatory standards.
• Analyze data trends and generate actionable insights for senior leadership.

Required Qualifications

• Bachelor’s degree in Business, Communications, or a related field (Master’s preferred).
• Minimum 8 years of progressive contact center experience, with at least 3 years in a senior leadership role.
• Proven track record of improving service levels, reducing churn, and driving operational efficiency.
• Strong analytical, problem‑solving, and decision‑making skills.
• Excellent communication and stakeholder‑management abilities.
• Residency in Oregon or Washington is required.

Benefits & Compensation

• Salary range: $149,760 – $224,640 annually.
• Comprehensive health, dental, and vision plans.
• Retirement savings options with employer matching.
• Professional development and tuition reimbursement.
• Generous paid time off and flexible work arrangements.

How to Apply

Qualified candidates residing in Oregon or Washington are encouraged to submit their résumé and a cover letter highlighting relevant experience through our online portal. Peak Credit Union values diversity and is an equal‑opportunity employer.

Frequently Asked Questions

What locations are eligible for this Director of Contact Center position?

Only candidates residing in Oregon or Washington are eligible to apply.

What is the salary range for this role?

The annual salary ranges from $149,760 to $224,640, depending on experience and qualifications.

What experience is required for the Director of Contact Center?

At least 8 years of contact center experience with 3+ years in a senior leadership role, plus a relevant bachelor’s degree.