Contact Center Manager
About The Position
We are actively recruiting for a Contact Center Manager to lead day-to-day operations and drive high performance across all service channels. In this role, you will translate organizational strategy into operational execution, owning service delivery, team performance, and member experience outcomes across phone, chat, secure messaging, and virtual advisor channels. This is a hands-on leadership role responsible for coaching and developing Assistant Managers and frontline teams, managing key performance indicators, overseeing escalations, and partnering cross-functionally to ensure a consistent, remarkable member experience. The ideal candidate brings a data-driven mindset, strong people leadership skills, and a track record of operational excellence in a contact center or omnichannel service environment.
Requirements
- Five to seven years of progressively responsible experience in contact center operations, retail financial services, or customer/member service leadership, including at least two years of direct management or supervisory experience.
- Demonstrated success leading team performance, coaching and development, service delivery, and achievement of operational and organizational goals.
- Strong knowledge of contact center operations, including workforce management, service level management, quality assurance, performance metrics, and omnichannel service delivery.
- Experience with digital service channels and supporting adoption of self-service, virtual, and digital communication tools.
- Proficiency with contact center technologies, workforce management systems, CRM platforms, reporting and analytics tools, and Microsoft Office Suite.
- Working knowledge of BSA, OFAC, and regulatory compliance requirements applicable to contact center operations.
- Strong analytical skills with the ability to interpret performance data, identify trends, and develop actionable improvement plans.
- Excellent communication, coaching, and interpersonal skills with the ability to lead effectively in a high-volume, fast-paced environment.
Nice To Haves
- Bachelor’s degree in business, management, communications, finance, or a related field preferred; equivalent combination of education and relevant experience will be considered.
- Experience supporting process improvement, digital adoption, and change management initiatives preferred.
- Experience in a credit union, banking, or financial services environment preferred.
Responsibilities
- Lead day-to-day operations and drive high performance across all service channels.
- Translate organizational strategy into operational execution.
- Own service delivery, team performance, and member experience outcomes across phone, chat, secure messaging, and virtual advisor channels.
- Coach and develop Assistant Managers and frontline teams.
- Manage key performance indicators.
- Oversee escalations.
- Partner cross-functionally to ensure a consistent, remarkable member experience.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term disability insurance
- Long-term disability insurance
- 401(k) plan
- Profit sharing
- Paid holidays
- Paid time off
- Pet insurance
- Culture day
- Birthday off with pay
- Volunteer leave
- Tuition reimbursement
- Discounted gym membership
- Discounted loans
- Employee referral bonus program
- Employee engagement events
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
