Contact Center Manager

Greenville Federal Credit Union•Greer, SC

About The Position

Greenville Federal Credit Union is seeking an experienced and service‑driven Contact Center Manager to lead daily contact center operations and ensure a consistently high‑quality member experience. This role oversees contact center staff, systems, and processes while collaborating closely with internal departments and vendors to support operational efficiency, business growth, and member satisfaction. The ideal candidate is a hands‑on leader with strong communication skills, technical curiosity, and a passion for coaching and continuous improvement. If you're passionate about providing exceptional service and leading a team to success, this is the perfect opportunity for you! Seize your chance to make a real difference in your community while advancing your career at Greenville Federal Credit Union. Apply now and become a key player in our mission to serve our members. DAY TO DAY AS A CONTACT CENTER MANAGER As the Contact Center Manager, you will lead daily contact center operations to ensure timely, high‑quality service across phone, digital, and email channels while meeting established service standards. This role oversees staff coaching and development, scheduling, timekeeping, incentives, and performance documentation, and serves as the primary administrator for contact center phone systems in partnership with IT and vendors. You will resolve escalated member issues, approve complex account service requests, evaluate operational performance, and implement process improvements that support efficiency, member satisfaction, and business growth. Working closely with internal departments, the Contact Center Manager co‑leads cross‑functional initiatives to ensure consistent service delivery and shared accountability across the organization. Success in this role requires collaborative leadership demonstrated through clear communication, active listening, adaptability, and a balanced focus on operational execution, relationship management, and team development-while helping educate members, address financial needs, and drive overall satisfaction within the credit union community. WHAT WE'RE LOOKING FOR IN A CONTACT CENTER MANAGER To succeed as the Contact Center Manager at Greenville Federal Credit Union, candidates must possess a high school diploma or GED and three or more years of similar or related experience. The ideal candidate demonstrates strong interpersonal, written, and telephone communication skills and the ability to collaborate across departments to influence outcomes without direct authority. This role requires emotional intelligence, adaptability, sound judgment, and the ability to adjust leadership and communication styles in response to feedback and evolving business needs. Candidates should bring a solution‑oriented mindset and comfort partnering with technical teams and vendors to enhance systems and processes. Additional qualifications include strong analytical and research skills, the ability to interpret written and verbal instructions, intermediate mathematical proficiency, working knowledge of Microsoft Word, Excel, and Outlook, and a proven track record of maintaining confidentiality, managing multiple priorities, and delivering results in a fast‑paced, member‑focused environment. Note: This position may be assigned to work from home based on the needs of the credit union. A LITTLE ABOUT US Greenville Federal Credit Union offers a competitive benefits package, including generous PTO, holiday pay, on-demand pay, affordable medical and dental plans, a wide array of ancillary insurance products, a competitive 401-k plan with a generous match, and a friendly work environment that emphasizes service excellence. Greenville Federal Credit Union is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, veteran status, or any other basis protected by federal, state, or local law.

Requirements

High school diploma or GED
Three or more years of similar or related experience
Strong interpersonal, written, and telephone communication skills
Ability to collaborate across departments to influence outcomes without direct authority
Emotional intelligence, adaptability, sound judgment
Ability to adjust leadership and communication styles in response to feedback and evolving business needs
Solution‑oriented mindset
Comfort partnering with technical teams and vendors to enhance systems and processes
Strong analytical and research skills
Ability to interpret written and verbal instructions
Intermediate mathematical proficiency
Working knowledge of Microsoft Word, Excel, and Outlook
Proven track record of maintaining confidentiality, managing multiple priorities, and delivering results in a fast‑paced, member‑focused environment

Responsibilities

Lead daily contact center operations to ensure timely, high‑quality service across phone, digital, and email channels while meeting established service standards
Oversee staff coaching and development, scheduling, timekeeping, incentives, and performance documentation
Serve as the primary administrator for contact center phone systems in partnership with IT and vendors
Resolve escalated member issues
Approve complex account service requests
Evaluate operational performance
Implement process improvements that support efficiency, member satisfaction, and business growth
Co‑lead cross-functional initiatives to ensure consistent service delivery and shared accountability across the organization