Member Service Center Manager

University of Virginia Community Credit Union•Charlottesville, VA

10d•$80,000 - $93,500•Hybrid

About The Position

The Member Service Center Manager leads the Credit Union’s phone service operation and ensures members receive timely, accurate, professional, and consistent service. The role provides leadership for staffing, employee development, operational execution, performance management, and achievement of established contact center goals. The manager balances daily operational demands with long-term team development and service excellence initiatives. They use workforce data, performance metrics, and member feedback to guide staffing decisions, improve service outcomes, and foster accountability, collaboration, and continuous improvement. The role works closely with other Member Service Center leaders to deliver exceptional member experiences while supporting organizational objectives. This is a full-time position based in Charlottesville, Virginia, with a hybrid work arrangement. Regular onsite attendance is expected Tuesday through Thursday, with additional onsite presence required for training, operational needs, or technology-related support.

Requirements

Three to five years of progressively responsible leadership experience in a contact center, financial institution, customer service operation, or member service environment.
Bachelor’s degree in Business, Finance, Communications, or a related field, or an equivalent combination of education and experience.
Strong leadership, communication, coaching, organizational, analytical, and problem-solving skills.
Demonstrated experience leading teams, managing employee performance, coaching staff, and achieving operational goals.
Experience with workforce planning, scheduling, staffing analysis, and contact center performance management.
Ability to analyze operational data and performance trends and translate findings into effective staffing and service strategies.
Ability to manage competing priorities while focusing on employee development, operational efficiency, and member service excellence.

Nice To Haves

Experience with Five9 or a comparable cloud-based contact center platform.
Credit union, banking, or other financial services experience.
Experience with workforce management practices, service-level management, contact center reporting, and process improvement initiatives.

Responsibilities

Lead the daily operation of the Member Service Center, ensuring appropriate staffing, service levels, and member access throughout operating hours.
Oversee workforce planning, scheduling, attendance management, and staffing strategies to meet service expectations and business needs.
Provide leadership, coaching, development, and performance management for supervisors and Member Service Center team members.
Monitor operational and service metrics, including call volume, wait times, service levels, productivity, and member experience trends.
Analyze performance data and develop action plans to improve service quality, efficiency, and operational results.
Serve as a leadership resource for escalated member concerns, ensuring timely resolution and a positive member experience.
Partner with Member Service Center leadership, Training, Human Resources, Information Technology, Compliance, and other departments to support operational excellence and service initiatives.
Communicate operational priorities, process changes, and organizational initiatives to team members and supervisors.
Identify opportunities for process improvement, workforce optimization, and enhanced member service delivery.
Keep leadership informed of operational trends, staffing needs, service challenges, and opportunities for improvement.