Contact Center Manager

United Heritage Credit Union•Austin, TX

19h•Hybrid

About The Position

Under the direction of the Assistant Vice President (AVP) of Contact Center, the Contact Center Manager is responsible for leading the daily operations and supervision of the Contact Center team. This role serves as both a key internal resource and subject matter expert, managing complex member escalations while providing guidance and coaching to develop a high-performing, service-focused team. The Contact Center Manager drives departmental effectiveness by setting clear priorities and performance expectations, while executing and continuously evaluating operations, processes, and results to ensure efficiency, service excellence, regulatory compliance, and the consistent achievement of departmental goals. Schedule: Full-Time availability to work 40 hours per week during the business hours between 8:00AM-6:00PM Monday through Friday, with rotating Saturday availability in a hybrid work environment.

Requirements

High school diploma or GED
4+ years of demonstrated experience in contact center or financial institution operations, with progressive responsibility handling complex member interactions across multi-channel platforms
3+ years of management experience in a contact center environment or financial institution
Proven leadership experience, including coaching, mentoring, developing and motivating staff
Highly detail-oriented with the ability to manage multiple priorities efficiently
Excellent verbal and written communication skills, with the ability to collaborate effectively across departments to achieve business goals and objectives

Nice To Haves

Bachelor's degree from an accredited college or university in Business Administration, Management, or related field
4+ years of experience supporting financial institution products and services (e.g., deposits, digital banking platforms) within a contact center or related environment
3+ years of leadership experience with responsibility for setting team objectives, driving performance outcomes, and managing multi-channel operations
Experience managing and scaling teams of 10+ direct and/or indirect reports
Demonstrated experience monitoring and analyzing key performance metrics, including but not limited to call volume, response time, and average talk time
Demonstrated knowledge of modern contact center technologies (phone, mail, email, chat) and troubleshooting practices
Familiarity with IVR, quality monitoring, and workforce management tools
Knowledge of project management process
Demonstrated experience with Episys Quest (Symitar) and Five9 IVA/DVA

Responsibilities

Management Responsibilities & Team Development Oversee the daily operations of Contact Center Specialists and Senior Contact Center Specialists, ensuring performance goals and high-quality member service expectations are consistently met by monitoring transactions, product and service maintenance requests, and communications.
Drive development for all Contact Center staff through structured coaching and performance management by reviewing member calls, tracking individual performance metrics, and conducting regular 1:1 meetings to assess progress, provide feedback, align on strategic initiatives, and establish career development goals.
Facilitate monthly team meetings to promote collaboration, communication, and knowledge sharing; establish cross-training across the team to reinforce business continuity.
Support the AVP Contact Center in workforce planning and key personnel actions, including interviewing, hiring, and coordinating employee transfers and promotions, as well as administering disciplinary actions as needed.
Partner with the AVP of Contact Center to cultivate a service-oriented culture while building and leading a high-performing team that proactively identifies opportunities for growth and improvement.
Serve as a subject matter expert and mentor by providing guidance, assisting with complex member requests and call escalations, and supporting team members in issue resolution.
Contact Center Operations Ensure members are serviced in a timely and professional manner by reviewing and tracking measurable performance standards, including high call efficiency and low abandonment rate.
Consistently monitor calls and team performance, and provide monthly call-monitoring metrics to the AVP of Contact Center to further evaluate call-quality standards, identify areas of growth, and implement process improvements.
Identify operational gaps and implement process improvements to enhance efficiency, scalability, and uphold a culture of innovation and advancement.
Troubleshoot operational and system issues, providing solutions and equipping staff with the tools and resources needed to support Contact Center technologies, channels, and service products.
Develop and maintain thorough and up-to-date Contact Center policies, procedures, and other internal resources to ensure accuracy and consistency.
Administer user access for specialized Contact Center systems, adhering to established guidelines for user setup, maintenance, and deactivation.
Member Excellence & Quality Assurance Serve as the secondary escalation point for complex member issues, ensuring timely resolution, member retention, and risk mitigation.
Ensure operational issues and service disruptions are promptly identified, communicated, and resolved in partnership with the AVP Contact Center, or other applicable internal and external stakeholders.
Monitor Contact Center data metrics through daily and monthly reports (hold time, wait time, talk time, service level, staffing level, etc.), and provide trend analysis to the AVP Contact Center.
Support regulatory compliance by assisting the AVP Contact Center with audits and requests from regulatory agencies and internal/external auditors.
Remain current on industry trends, best practices, products, services, communication channel technologies, and regulatory requirements impacting Contact Center operations and member experience.