Contact Center Manager

O Bee Credit Union•Lacey, WA

1h•$80,168 - $114,909•Onsite

About The Position

O Bee Credit Union is hiring a Contact Center Manager to join their team. This full-time position plays a vital role in supporting the organization's mission, serving its members, and strengthening its company culture. The Contact Center Manager will oversee all Contact Center operations, ensuring the delivery of world-class service to members. This role involves strategic leadership, operational oversight, and continuous improvement, guiding the team to leverage technology, analytics, and best practices to enhance the member experience across all channels.

Requirements

Must have a high school diploma or equivalent.
Must have at least 5 years of experience in customer service.
Must have at least 3 years of experience in a supervisory role within a contact center or financial institution.
Must be able to pass a background and credit check.
Must be bondable.
Strong leadership, coaching, and team development abilities.
Advanced problem-solving and conflict resolution skills.
Ability to handle escalated and complex member situations.
Proficiency with Microsoft Office, Symitar, and digital banking platforms.
Experience with contact center systems (call routing, CRM, workforce tools).
Strong data analysis and performance metric evaluation skills.
Excellent communication skills, both verbal and written.
Ability to adapt in a fast-paced, evolving environment.
Commitment to continuous learning and professional growth.

Nice To Haves

A bachelor’s degree in Business Administration, Management, or a related field is preferred.

Responsibilities

Provide strategic leadership to the Contact Center, fostering a culture of excellence, accountability, and continuous improvement.
Lead, coach, and develop the Assistant Contact Center Manager and team, including hiring, onboarding, performance management, and succession planning.
Oversee daily operations, staffing, workforce planning, scheduling, and service delivery standards.
Align Contact Center strategy and operations with organizational goals and manage the departmental budget.
Monitor KPIs, analyze performance data, and implement process improvements to enhance efficiency and service quality.
Prepare and present performance insights, trends, and recommendations to leadership.
Drive service utilization, outbound engagement, and cross-selling opportunities.
Ensure exceptional member experiences across all service channels and resolve escalations or complex issues.
Oversee quality assurance programs, including call monitoring and service evaluations.
Support digital banking adoption and ensure effective use of omni-channel communication platforms.
Optimize and enhance contact center technologies, including CRM systems, call routing, and workforce tools.
Identify and implement automation and innovation opportunities to improve operations and member experiences.
Ensure compliance with regulatory requirements and maintain strong risk management and fraud prevention practices.
Approve exceptions, fee adjustments, and policy-related decisions within authority.
Collaborate with internal teams and external partners to improve service delivery and support organizational initiatives.
Promote diversity, equity, inclusion, and community engagement efforts.