Contact Center Manager - On Site

Sierra Central Credit Union•Yuba City, CA

just now•$90,000 - $100,000•Onsite

About The Position

The Contact Center Manager is a key leadership role responsible for driving operational excellence, member satisfaction, and business growth within the credit union’s Contact Center. This position oversees the planning, organization, and execution of strategies that attract new members, strengthen existing relationships, and ensure superior service delivery. The Contact Center Manager will lead a high-performing team, foster a positive work environment, and ensure adherence to service quality standards, regulatory compliance, and organizational goals. This role requires a proactive leader who can balance strategic oversight with hands-on operational support, including managing escalated member concerns, coaching staff, and ensuring the department consistently meets or exceeds performance metrics.

Requirements

Strong leadership, organizational, and team-building skills.
Excellent communication and presentation abilities across all organizational levels.
Advanced problem-solving and decision-making skills under pressure.
Proficiency in workforce management tools and Erlang calculations for staffing optimization.
Ability to interpret and apply policies, procedures, and regulatory requirements.
Skilled in Microsoft Office Suite; experience with TalkDesk preferred.
Ability to manage multiple priorities and deadlines in a fast-paced environment.
Ability to write routine reports, correspondence and speak effectively to members and employees.
Ability to perform advanced input/output functions on the credit union computer systems that relate to account and general ledger postings.
Must successfully complete and pass the required training courses as specified by the Talent Development Center and meet acceptable job performance standards.
High School Diploma or equivalent required; Bachelor’s degree preferred.
Minimum of 10 years of experience in financial services, including leadership in a Contact Center environment.
TalkDesk experience preferred or equivalent Contact Center software system.
Advanced knowledge of banking and credit union regulations (Reg B, Reg CC, Reg Z, etc.).
Advanced knowledge of Microsoft Office products required.

Nice To Haves

TalkDesk experience preferred or equivalent Contact Center software system.
Bachelor’s degree preferred.

Responsibilities

Achieve all Contact Center goal metrics, including service levels, call quality scores (90% or higher), and member satisfaction benchmarks.
Promote a positive, collaborative work environment; resolve grievances promptly; and provide ongoing coaching, feedback, and performance evaluations.
Ensure exceptional service delivery by addressing escalated inquiries and complaints, maintaining operational integrity, and supporting staff in complex transactions.
Drive cross-sell and referral goals for the team and meet individual targets to support credit union growth.
Maintain compliance with policies, procedures, and regulatory requirements; standardize processes for efficiency; and ensure accurate documentation and reporting.
Develop and manage schedules within FTE allowances to meet member demand while optimizing productivity.
Administer cross-training programs, maintain current knowledge of all operational procedures, and ensure staff readiness for evolving business needs.
Provide regular reports on call volume, productivity, and goal attainment; analyze data from platforms such as TalkDesk to identify trends and improvement opportunities.
Conduct regular team meetings, one-on-one coaching sessions, and communicate organizational updates and goals effectively.
Be available to travel to other locations on short notice to support staffing needs.
Perform operational tasks as needed and take on other responsibilities as assigned.

Benefits

Medical, Dental & Vision Insurance options
Voluntary Lines including hospital indemnity, accident, and critical illness policies
Company Paid HRA (with enrollment in certain health plans)
Company Paid Basic Term Life Insurance
Coverage at 2× annual base salary, up to a maximum of $500,000 for full-time employees
$25,000 for part-time employees
Company Paid Long-Term Disability Insurance for Full-Time Employees
Company Paid Telehealth Services Membership (Teladoc)
Company Paid Employee Assistance Program (EAP)
401(k) Retirement Plan
Employer-funded safe harbor contribution of 3% of employee's eligible earnings
Discretionary employer match on employee contributions
Flexible Spending Accounts
HSA
Medical FSA
Dependent Care FSA
Limited Purpose FSA
Paid Time Off
Vacation accruals based on status and tenure within company
12 sick days accrued annually for full-time employees
1 hour for every 30 hours worked for part-time employees
11 paid holidays (eligible after 90 days of employment)
Travel Expense Reimbursement
All necessary and work-related travel expenses will be reimbursed in accordance with company policy