Call Center Manager

FAIRWINDS Credit Union • University, FL

5d

About The Position

At FAIRWINDS Credit Union, we’re more than a workplace; we’re a team on a
mission. Join the credit union nationally endorsed by The Dave Ramsey Show, where every day is a step toward financial freedom - for our members and for you. We’re seeking a Contact Center Manager to lead our team, ensuring top-tier service for every interaction. This is your opportunity to make a meaningful impact in a collaborative, high-performing environment where your leadership will shape our customer experience.

Requirements

• At least 2 years of leadership experience in a contact center environment.
• Strong interpersonal and communication skills with a focus on people development.
• Proficiency in contact center technologies, workforce tools, and CRM platforms.
• Data-savvy with the ability to interpret metrics and turn insights into action.
• A service-first mindset with a commitment to delivering exceptional experiences.

Nice To Haves

• Proven success managing teams in the financial services industry, preferred.

Responsibilities

• Lead and develop a team of Contact Center Leads and Representatives through coaching, and performance management.
• Monitor day-to-day contact center operations, including scheduling, call flow, and service delivery.
• Meet and exceed key performance metrics like customer satisfaction, call handling time, and issue resolution rates.
• Handle escalated member concerns with professionalism and empathy, ensuring solutions align with policy and service standards.
• Analyze call trends and performance reports to drive data-informed improvements.
• Collaborate with leadership on strategic planning, process enhancements, and cross-departmental initiatives.
• Foster a positive, growth-focused team culture that values collaboration and continuous improvement.
• Manage operational budgets and ensure resources are used effectively.
• Stay up to date on industry trends and new technologies to improve service delivery and team efficiency.

Benefits

• Enjoy 11 paid holidays and generous paid time off to recharge and reset
• Build your future with a 6% 401(k) match
• Eligible for a $700 annual contribution to your Health Savings Account
• Access our comprehensive maternity leave program to support growing families
• Stay covered with medical, dental, vision, disability, and life insurance
• Grow your career through leadership development, tuition assistance, and advancement opportunities
• Earn rewards for financial wellness through our Debt Free Club and Dave Ramsey’s SmartDollar program
• Thrive in a purpose-driven, people-first culture where your impact matters

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed