Contact Center Manager

Accountable for the day-to-day operational performance of the Contact Center, including achievement of established service levels, member experience and quality standards, workforce effectiveness, employee performance, performance reporting, and adherence to operational and regulatory requirements. The Manager leads Contact Center supervisors and employees in executing the strategic direction, performance expectations, and operating priorities established by the Vice President of Contact Center.

• Accountable for member satisfaction, ensuring member interactions consistently meet established service, quality, compliance, and experience standards across supported channels.
• Identifies training and development needs based on operational requirements, employee performance, quality results, member feedback, and regulatory expectations. Ensures employees maintain proficiency in Credit Union systems, products, services, procedures, and applicable laws and regulations.
• Establishes clear departmental expectations, goals, performance standards, and priorities aligned with the Credit Union’s mission, vision, and strategic objectives.
• Accountable for researching, recommending, and implementing current Contact Center technology, KPI and measurements, to ensure relevancy and elevate overall performance.
• Builds and maintains a high-performing Contact Center team through effective leadership of supervisors and frontline employees.
• Oversees performance management for supervisory staff and employees, ensuring evaluations and performance actions are completed fairly, consistently, and timely in accordance with established guidelines.
• Accountable for consistent execution of Contact Center procedures, internal controls, authentication requirements, compliance standards, and continuous improvement activities.
• Builds and sustains transparent communication with leadership and support teams, driving collaboration and continuous improvement in cross-functional processes to deliver an exceptional member experience.
• Manages departmental budgets and resources responsibly, ensuring appropriate allocation to support operational requirements and strategic goals.
• Promotes a member-centric sales and service environment that emphasizes relationship building, solution-based conversations, and consistent achievement of service and performance goals
• Collaborates with other departments on initiatives that enhance the member experience and advance strategic objectives.
• Ensures appropriate staffing and resource deployment to meet forecasted member demand and established service levels. Makes recommendations to the Vice President Contact Center.
• Provides guidance and support for operational issues, escalated member service matters, and employee concerns.
• Has authority to recommend hiring or terminating an employee’s employment with the guidance of Human Resources.
• Ensure compliance on a day to day basis within the areas of your responsibility and ensure that employees will receive the necessary training to comply with applicable regulations, to include Bank Secrecy Act (BSA), Anti-Money Laundering Act (AML) addressing Money Laundering and the Countering the Financing of Terrorism (CFT), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC), which apply specifically to their job.
• Other duties as may be assigned or required in connection with the general operation of the credit union.

• Bachelor’s degree or equivalent combination of education and experience, with a minimum of five (5) years of related work experience.
• Extensive knowledge of credit union products and operations.
• Comprehensive understanding of Contact Center operations and service delivery
• Strong knowledge of Contact Center technology, including telephone, IVR, chat, email, and related digital platforms.
• Maintains current knowledge of state and federal regulations governing Credit Union policies, procedures, operations, and member service.
• Strong ability to motivate, mentor, coach, and manage a diverse team.
• Ability to manage multiple priorities and make sound decisions in a fast-paced operational environment.
• Detailed knowledge of the credit union’s procedures for maintaining member records.
• Excellent organizational, decision-making, analytical, and problem-solving skills.
• Strong written and verbal communication skills.
• Requires sitting the majority of the day, lifting up to 20 pounds, bending, squatting, twisting, kneeling and reaching above shoulder level occasionally; reaching below shoulder level frequently

PRIMARY RESPOSIBILITY
Providing quality service is the primary responsibility of this position. Quality service means treating members and coworkers with respect and courtesy at all levels whether in person or by telephone as outlined in the Employee Handbook.

Required Availability: Monday - Friday 7:00a.m. - 6:00p.m. and Saturday 7:00a.m. - 1:00p.m. Flexible availability required per the department and membership needs

This application is valid for 12 months. After that date, unless otherwise notified, please understand that your status as an applicant will end. You may re-apply for employment in the future by completing a new application. All correspondence regarding the processing of the application will be sent via e-mail to the address provided on the application. Please ensure spam filters are set accordingly to prevent e-mails from going to the Junk Mail/Spam folder.