Executive Director, Contact Center

Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves.

At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities. About the role Trustmark is looking for a Executive Director, Contact Center.

Responsible for leading the strategic direction, operational discipline, and performance management of the VB contact center function. Accountable for developing, implementing, and continuously improving a structured, metric-driven contact center operating model that supports service excellence, efficiency, accountability, and a consistent customer experience. Own key service metrics, staffing models, workforce planning, quality expectations, escalation processes, and continuous improvement initiatives.

Support change management efforts as the organization transitions into a more disciplined, data-driven, and operationally consistent contact center environment. Leads through managers, drive cross-functional change, influence senior leadership decisions, and ensure the contact center function evolves into a disciplined, measurable, and well-operated business function. Key Accountabilities: Strategy Lead the overall strategy, execution, and continuous improvement of the contact center function, ensuring alignment with business goals, customer experience expectations, operational standards, and leadership priorities.

Design, implement, and maintain a structured contact center operating model, including defined workflows, service standards, escalation paths, quality expectations, performance metrics, reporting cadence, and manager accountability practices. Build scalable customer service capabilities that enabled the contact center to efficiently support new product introductions while maintaining service levels and customer satisfaction.

Own and develop contact center metrics and performance dashboards, including but not limited to call volume, call handling time, hold time, service levels, abandoned calls, productivity, quality, customer satisfaction, schedule adherence, and other operational measures. Lead organizational change efforts related to the implementation of new contact center processes, reporting tools, performance expectations, staffing models, technology enhancements, and service delivery standards.

Operations Establish clear performance expectations for managers and teams, ensuring leaders can independently manage day-to-day operations, coach employees, address performance concerns, and drive accountability within the established model. Partner with senior leadership and cross-functional teams to identify opportunities for automation, process improvement, system enhancements, and customer experience improvements.

Create, manage, and refine staffing models, capacity planning practices, budget recommendations, and resource allocation strategies to ensure appropriate coverage based on business volume and service expectations. Establishes and maintains a highly structured operating environment with clearly defined performance expectations, procedures, service standards, productivity requirements, quality measures, and accountability practices.

Develop and oversee action plans to address performance gaps, operational inefficiencies, service level risks, training needs, and proc