Member Contact Center Manager

Community Choice Credit Union•Warren, MI

3d•Hybrid

About The Position

Do you thrive in fast-paced environments where leadership, strategy, and service excellence come together? Community Choice Credit Union is looking for a Contact Center Manager to lead our frontline teams and deliver an exceptional member experience every day. This is your opportunity to drive strategy, inspire teams, and make a lasting impact on thousands of members who rely on us for their financial needs.

Requirements

Bachelor’s degree in Business, Operations, or a related field.
5+ years of experience in contact center operations, including at least 2 years in a leadership role.
Strong skills in workforce management platforms (e.g., Five9, NICE, Verint) and data-driven decision-making.
A leader with excellent communication, coaching, and change management abilities who thrives in a dynamic environment.

Nice To Haves

Credit union or financial services background preferred.

Responsibilities

Oversee daily contact center operations while aligning with organizational goals and service standards.
Coach and develop Team Managers, fostering a culture of accountability, growth, and recognition.
Monitor KPIs such as service levels, quality scores, and Net Promoter Score (NPS) to ensure strong performance.
Partner with Quality, Training, IT, and senior leadership to deliver innovative solutions.
Oversee staffing, workforce planning, budgeting, and technology to maximize efficiency.