Manager, Contact Center
About The Position
Contact Center Management exists to lead and optimize contact center operations to deliver consistent, high-quality member experiences across all service channels. This job family is responsible for achieving operational performance goals through effective leadership, workforce alignment, and data-driven decision making. It ensures the development of high-performing teams and leaders through structured coaching, accountability, and talent management practices. The function drives continuous improvement by identifying trends, resolving root causes, and implementing scalable solutions that enhance efficiency and member satisfaction. Contact Center Management also aligns daily operations with broader organizational strategy by leveraging analytics and cross-functional collaboration. Ultimately, this role exists to balance member experience excellence with operational effectiveness and long-term business success.
Requirements
- Proven leadership ability to develop high-performing teams and leaders.
- Strong analytical and problem-solving skills with the ability to interpret large data sets and translate findings into actionable insights.
- Advanced knowledge of contact center KPIs (SLA, ASA, AHT, FCR, TPH, Quality, etc.) and operational drivers.
- Ability to deliver effective coaching using performance data and behavioral insights.
- Strong communication and presentation skills, including the ability to influence stakeholders and present to leadership.
- Ability to lead in a fast-paced, multi-channel environment with competing priorities.
- Strategic thinking and execution capability.
- Ability to proactively identify risks, gaps, and opportunities and implement solutions.
- Strong collaboration and relationship-building skills across cross-functional teams.
- BA/BS in business, finance or related field; or equivalent related work experience.
- Minimum 5 years in supervisory or leadership role.
- Minimum 7 years of contact center experience.
- Proven success leading leaders and delivering performance improvements.
- Strong analytical, strategic thinking, and decision-making skills.
- Experience managing large-scale operations and cross-functional initiatives.
- Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo.
- Candidates must have current authorization to work in the U.S. (no sponsorship available).
Nice To Haves
- Bilingual in Spanish and English preferred, but not required.
Responsibilities
- Leads, trains, evaluates, coaches, professionally develops and motivates staff to attain department goals.
- Sets and monitors performance goals.
- Promotes a work environment that encourages involvement, initiative and teamwork.
- Builds career development paths for assigned staff.
- Oversees and directs daily and strategic operations of the contact center, ensuring alignment to performance goals and member experience standards.
- Drives a culture of high performance, accountability, and continuous improvement, fostering an inclusive and psychologically safe environment that supports engagement and consistent performance in a high-volume setting.
- Leads organizational planning, including workforce optimization, operating model design, and scalability planning.
- Utilizes data, performance insights, and employee feedback to identify trends, determine root causes, and implement targeted action plans that improve both employee engagement and operational outcomes.
- Establishes and enforces consistent coaching, development, and performance management practices, strengthening leader effectiveness and building internal talent pipelines that support career progression and mobility.
- Drives process improvements and operational efficiencies through data-informed, ROI-based decision making while acting as the voice of the member to influence cross-functional enhancements.
- Leads teams through change and ambiguity, maintaining focus, performance, and engagement during periods of transformation.
- Ensures compliance with all regulatory and organizational requirements and builds strong cross-functional partnerships to improve end-to-end member journeys.
- Understands the requirements of the Bank Secrecy Act and ensures compliance through monitoring and reporting of member activity as appropriate.
Benefits
- Competitive medical, dental, and vision insurance
- Mental health and wellness programs
- Employee performance incentive plan
- Merit-based salary increases
- 401(k) program with immediately vested employer match
- Generous holiday and vacation policies
- Exclusive TCU perks such as employee loan and credit card discounts
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
