Member Service Center Manager
University of Virginia Community Credit Union • Charlottesville, VA9d • Hybrid
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Member Service Center Manager
University of Virginia Community Credit Union•Charlottesville, VA
•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 contact center goals. The manager balances daily operational demands with long-term team development and service excellence initiatives, using workforce data, performance metrics, and member feedback to guide staffing decisions, improve service outcomes, and build a culture of accountability, collaboration, and continuous improvement. The position works closely with other Member Service Center leaders to deliver exceptional member experiences while supporting organizational objectives. This full-time position is based in Charlottesville, Virginia, and is eligible for 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. The salary range is $80,000–$93,500.
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 maintaining a focus 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 daily Member Service Center operations, 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.
- Lead, coach, develop, and manage the performance of 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 and ensure timely resolution and a positive member experience.
- Partner with Member Service Center leadership, Training, Human Resources, Information Technology, Compliance, and other departments on 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 about operational trends, staffing needs, service challenges, and opportunities for improvement.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Employer 401(k) contribution of up to 7% after the first year of employment
- Life insurance
- Long-term disability
- Health and Wellness Spending Account
- Tuition reimbursement
- Employee loan discounts
- Paid time off, accruing from 16 days annually for full-time employees
- 13 company-paid holidays
- Family Forming Leave
- Volunteer Time Off
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What This Job Offers
Job Type
Full-time
Career Level
Manager
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