Call Center Manager

About the role

The Call Center Manager is responsible for the leadership, performance, and overall operations of the Call Center. This position leads and develops staff, establishes and monitors service and productivity expectations, ensures effective workflow and staffing, and maintains a high-quality member experience. The Manager is accountable for departmental performance, employee development, operational controls, process improvement, and compliance with applicable policies, procedures, and regulatory requirements. All employees of State Employees Credit Union are proactive, results driven, and fully committed to the Credit Union's mission and vision. They strive to achieve the highest standards of excellence and consistently exceed the expectations established by Credit Union Management.

Responsibilities

• Lead and manage Call Center operations, establishing expectations for service quality, productivity, responsiveness, and member experience.
• Supervise, coach, develop, and evaluate Call Center employees, including hiring, onboarding, training, performance management, recognition, and corrective action.
• Establish and monitor departmental performance measures, including service levels, call volumes, abandonment rates, transfers, quality results, productivity, and member satisfaction.
• Analyze department performance, workflow, staffing, and employee results; identify trends and implement corrective or improvement actions.
• Manage staffing levels, schedules, workload distribution, and resource allocation to support service expectations and operational continuity.
• Oversee call monitoring, quality assurance, coaching, and employee development programs.
• Review and resolve complex or escalated member service matters and ensure appropriate follow-up and resolution.
• Maintain and improve departmental procedures, workflows, controls, and service standards.
• Ensure departmental compliance with Credit Union policies, security requirements, operational controls, and applicable regulatory requirements.
• Oversee Call Center systems and vendor-supported technologies; coordinate resolution of service interruptions, system issues, and operational concerns.
• Prepare and analyze departmental reporting and communicate performance, risks, trends, and recommendations to senior management.
• Partner with other departments to support organizational initiatives, product or service changes, member communications, and operational improvements.
• Identify and implement opportunities to improve efficiency, automation, member experience, and employee effectiveness.
• Perform other duties as assigned.

Requirements

Education or experience equivalent to a Bachelor's degree in Business Administration or related field, in addition to five or more years of progressively responsible experience in call center operations, financial services, retail banking, or a related member/customer service environment. Two or more years of direct supervisory or management experience is required. Experience leading staff at multiple worksites is preferred.

Must be capable to execute all terms and conditions set forth in the Employee Handbook, including but not limited to: work in a safety conscious manner which ensures that safe work practices are used in order not