Call Center Manager

BELLWETHER COMMUNITY CREDIT UNION•Nashua, NH

20d•Onsite

About The Position

Lead a Team That Makes a Difference At BCCU, we believe exceptional member experiences start with exceptional leadership. We are seeking a dynamic, service-driven Contact Center Manager (Call Center Manager) to help lead and grow our Contact Center operations while fostering a culture of excellence, accountability, and member-first service. In this role, you will partner closely with the AVP of Member Center to oversee daily operations, develop and coach team members, drive consultative sales initiatives, and ensure the delivery of outstanding service to our members. This is an exciting opportunity for a motivated leader who thrives in a fast-paced environment and is passionate about developing people, improving processes, and creating meaningful member relationships.

Requirements

High school diploma required; Associate degree in Business, Finance, or a related field preferred.
Minimum of three years of experience in member services within a credit union or financial institution, including experience in deposits, lending, and account services.
Previous supervisory or leadership experience preferred.
Strong knowledge of financial products, services, and member service operations.
Intermediate mathematical and analytical skills.
Strong leadership and coaching abilities.
Excellent communication and interpersonal skills.
Sound judgment and decision-making capabilities.
A commitment to continuous learning and professional growth.
The ability to influence, motivate, and inspire others.
Strong problem-solving and conflict-resolution skills.
A focus on accountability, service excellence, and results.

Responsibilities

Lead, coach, motivate, and develop Contact Center Service Representatives (CCSRs) and Contact Center Member Consultants (CCMCs).
Manage staffing, scheduling, performance reviews, and ongoing employee development.
Ensure team members are properly trained and cross-trained to provide exceptional service and operational support.
Foster a collaborative, positive, and high-performance culture.
Ensure members receive prompt, accurate, and professional service across all contact channels.
Resolve complex member concerns and escalate issues when necessary.
Monitor and improve service quality through call evaluations, coaching, and performance management.
Serve as an ambassador of BCCU's commitment to outstanding member service.
Help lead and execute the Contact Center's consultative sales strategy.
Promote and support lending, deposit, and product growth initiatives.
Ensure fair distribution of loan applications and member leads.
Identify opportunities to enhance member relationships through personalized product and service recommendations.
Maintain a strong understanding of all credit union products, services, policies, and procedures.
Open new accounts and service existing member accounts.
Process loan applications within established guidelines and service standards.
Ensure compliance with all applicable federal and state regulations, including Bank Secrecy Act (BSA) requirements.
Partner with internal departments to troubleshoot system issues and improve operational efficiency.
Assist with managing equipment, hardware, software, and vendor relationships supporting the Contact Center.
Oversee updates and enhancements to BCCU's online knowledge base.
Participate in organizational initiatives, community activities, and industry networking opportunities.
Support process improvement efforts that enhance member experience and team effectiveness.