CO Sr Contact Center Manager

About the role

The primary responsibility of this role is to ensure the delivery of outstanding service to our members by identifying their needs and offering suitable credit union products, services, and solutions. The Contact Center Manager will lead daily operations, ensuring efficient and effective handling of member inquiries and transactions, and will oversee the staff and member experience in the Kansas market.

Responsibilities

• Oversee the supervision, development, training, evaluation, and accountability of direct reports to ensure a high‑performing team.
• Cultivate positive working relationships with business partners, Meritrust branch staff, and department personnel.
• Recommend changes in workflow or processes to enhance service delivery to members.
• Maintain effective communication with the direct manager through regular updates and reports.
• Track and analyze direct reports' performance trends, developing action plans to support their professional growth and performance improvement.
• Model the established service process and coach direct reports to meet and exceed performance expectations.
• Monitor calls, motivate employees, and hold self and team accountable to established standards and goals.
• Recognize and celebrate significant team and individual accomplishments.
• Adapt readily to change and efficiently direct workflow throughout the day.
• Initiate routine huddles and team meetings to foster collaboration and communication.
• Take initiative in identifying problems and solutions, enhancing the quality of service.
• Provide timely feedback, including reports and analysis, to support continuous improvement.
• Handle escalated issues as necessary to ensure member satisfaction.
• Complete annual Meritrust education and development programs, as well as applicable internal management training programs.
• Perform other duties as assigned.