Contact Center Manager

Job Purpose

This position, in collaboration with Contact Center leaders, is responsible to advance the credit union's mission by building and leading a high-performing team that expands member access, strengthens service quality, drives lending and share growth, executes strategic initiatives and ensures operational excellence through strong leadership, technology optimization, and effective oversight of Contact Center and overflow support functions.

Key Accountabilities

• Coordinate and manage Contact Center member service operations initiatives, ensuring alignment with the credit union’s strategic vision and maintaining service quality, accuracy, and regulatory compliance across all digital and voice channels.
• Provide leadership and oversight of Contact Center loan operations, ensuring strong loan production and portfolio growth while maintaining quality standards, regulatory compliance, and staff capability to meet consumer lending goals.
• Develop, coach, and support the team responsible for all digital channels, building a high-performing group with strong service, sales, and operational competencies.
• Oversee hiring, training, scheduling, and workforce management to build a team capable of meeting lending and service targets, maintaining adequate staffing, and supporting continuous development in lending knowledge, sales effectiveness, and member service soft skills.
• Manage phone system performance and enhancements, optimizing call routing, reporting, and technology to support efficiency and member satisfaction.
• Oversee the relationship and performance of the overflow call center, ensuring alignment with service standards, quality expectations, and member experience goals.

Qualifications, Experience, And Skills

• Bachelor’s degree or commensurate experience
• Minimum of five years of financial institution or customer service experience
• Minimum of three years of supervisory or managerial experience
• PREFERRED: Credit union experience
• Bilingual candidates are encouraged but not required

Other Job-Specific Skills

• Member-focused communication and professionalism with strong organizational and multitasking abilities
• Effective coaching and staff development to build skills aligned with company growth and vision
• Effective change management and project execution to lead initiatives and support operational transitions
• Strategic talent development and succession planning to identify and prepare future leaders
• Sound decision-making and self-motivation to support high performance in a fast-paced environment