Communications Center Manager
About The Position
Ready to lead a dynamic team at the heart of our member service operations? Applicants must reside in the Denver/Metro area to be considered. At Fitzsimons Credit Union, we live by our values of Pride, Integrity, and Passion in our words, actions, and motivations—PIP WAM! If you're ready to take your leadership to the next level, the Communications Center Manager role could be the perfect fit. Joining our team isn't just about taking the next step in your career- it's about creating meaningful impact in the lives of our members every day. As Communications Center Manager, you'll oversee the daily operations of our contact center channels (phone, ITMs, and digital), ensuring an outstanding member experience while optimizing operational workflows. About the Role As the Communications Center Manager, you'll lead a team of specialists and assistant managers focused on delivering seamless, member-first service across all communication platforms. Your leadership will support strategic initiatives, elevate service delivery, and champion cross-functional collaboration.
Requirements
- 3–5 years of experience in contact center operations or financial services
- Demonstrated ability to lead, motivate, and develop a service-driven team
- Strong knowledge of communication channels (phone, ITM, digital) and service workflows
- Tech-savvy with strong analytical and problem-solving skills
- A collaborative mindset with excellent communication and interpersonal skills
- Applicants must reside in the Denver/Metro area to be considered.
- Employment is contingent upon a background check and bondability.
Nice To Haves
- Experience working with ITM platforms or similar member-facing systems is a plus
- Bilingual in Spanish is a plus, but not required
Responsibilities
- Oversee the daily operations of our contact center channels (phone, ITMs, and digital), ensuring an outstanding member experience while optimizing operational workflows.
- Lead a team of specialists and assistant managers focused on delivering seamless, member-first service across all communication platforms.
- Support strategic initiatives, elevate service delivery, and champion cross-functional collaboration.
- Hire, train, coach, and supervise a high-performing Communications Center team.
- Monitor performance standards and conduct annual evaluations.
- Develop and implement departmental strategies aligned with credit union goals.
- Analyze operations and identify opportunities for workflow and service improvements.
- Collaborate with IT and vendors to optimize communication systems, including ITMs.
- Handle escalated member issues and ensure timely resolutions.
- Drive a strong member-first culture and ensure consistent service delivery.
- Support and participate in broader operational strategies with the VP of Operations.
Benefits
- Tuition reimbursement & educational assistance
- Internal growth and leadership development opportunities
- HSA – with employer contributions
- Wellness programs and employee recognition
- Generous paid time off and holidays
- 401(k) plan with a 5% employer match
- Employer-paid disability and life insurance
- Paid parental leave
- Paid volunteer time (3 hours per month)
- Employee loan discounts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
