Contact Center Manager

About the role

Lead Harborstone Credit Union’s Contact Center, overseeing daily operations to maintain strong service levels, stable call flow, optimized staffing, and operational consistency. The role involves coaching, developing, and empowering teammates, driving financial empowerment and member satisfaction, and creating engaging contests and incentives.

Responsibilities

• Lead daily Contact Center operations to maintain strong service levels, stable call flow, optimized staffing, and operational consistency.
• Coach, develop, and empower teammates through 1:1s, feedback, skill‑building, performance management, and recognition.
• Drive financial empowerment and member satisfaction by fostering empathetic service, accurate guidance, and strong referral and sales performance.
• Inspire engagement and performance by creating fun, meaningful contests, incentives, and team motivation strategies.
• Elevate the member experience by ensuring empathetic service, accurate financial guidance, and consistent achievement of referral, activation, and satisfaction goals.

Requirements

• A people‑first coach who inspires confidence, accountability, and growth.
• A results‑driven leader who thrives in a fast‑moving environment and balances service excellence with performance goals.
• A strategic thinker who uses data and insights to drive decisions, improve efficiency, and enhance member experiences.
• An effective communicator who builds trust, develops talent, and fosters strong team engagement.
• A proactive problem solver who embraces challenges and turns them into opportunities for success.

Benefits

• 401(k) with employer match
• Medical, dental, and vision coverage
• Employer contribution toward dependent medical premiums
• Generous paid time off and holidays
• Professional development and career growth opportunities
• Employee appreciation and recognition programs
• Discounted employee financial products
• Mission‑driven culture focused on helping members and communities thrive
• Collaborative, supportive culture that values work‑life balance and employee well‑being

Pay

The base salary for this role ranges from $81,872.71 to $122,809.07, based on experience and qualifications.

FLSA: Exempt.