Communications Center Manager

Fitzsimons Credit Union•Aurora, CO

1d•$62,000 - $72,000•Onsite

About The Position

As the 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. 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

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

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