Manager, Contact Center

Island Federal Credit Union•Hauppauge, NY

2d•$77,000 - $109,880

About The Position

The Manager, Contact Center is responsible for the strategic leadership, daily management, and continuous improvement of Island Federal Credit Union's Contact Center. This position oversees all aspects of Member interactions across phone, email, chat, video, secure messaging, and emerging digital channels while ensuring an exceptional Member experience, operational excellence, regulatory compliance, and achievement of departmental goals. The ideal candidate is a seasoned Contact Center leader with extensive experience managing high-volume service environments, developing high-performing teams, utilizing data and analytics to drive performance, and implementing best practices that improve service levels, first-contact resolution, Member satisfaction, and operational efficiency. This individual must be a hands-on leader, capable of coaching staff, resolving complex Member issues, and serving as the organization’s subject matter expert on contact center operations.

Requirements

Bachelors degree or equivalent combination of education and experience
Must have 3 – 5 years of prior contact center experience, preferably in a Credit Union environment
3-5 years of supervisory experience
Experience with call center software, preferably Beacon/Elevate
Excellent written and oral communication skills.
Excellent organizational skills.
Ability to prioritize, pay close attention to detail, and coordinate various activities simultaneously.
Ability to work independently of supervision.

Nice To Haves

Certified Contact Center Manager (CCCM), preferred
Project Management experience, preferred

Responsibilities

Achieve first-call resolution by effectively addressing Member/customer inquiries and resolving issues during the initial interaction whenever possible.
Successfully transform or significantly improve Contact Center performance.
Use data and analytics to make operational decisions.
Create a culture of accountability, service excellence, and continuous improvement.
Understand both the service and sales components of a Contact Center.
Effectively balance Member experience, operational efficiency, risk management, and employee engagement.
Develop future leaders and builds strong succession plans.
Serve as a trusted advisor to senior management on Contact Center strategies and trends.
Stay current on emerging Contact Center technologies, artificial intelligence, automation, and Member experience best practices.
Develop, manage and maintain departmental budgets, ensuring effective allocation of resources, fiscal accountability, and alignment with organizational objectives.
Perform additional duties as assigned