Contact Center Manager

Our client serves the firefighter community nationwide, providing financial products and services specifically designed to meet the needs of firefighters and their families. As the largest credit union in the country dedicated exclusively to firefighters, the organization has built its reputation on trust, personalized service, and long-term relationships since 1935. It is committed to investing in its employees while making a meaningful impact within the firefighter community.

About the Role

The Contact Center Manager leads the Virtual Branch team responsible for delivering exceptional member service through multiple remote communication channels, including phone and video chat. This position oversees daily contact center operations, service levels, and lending pipelines while ensuring members receive accurate, efficient, and personalized support. The manager works closely with leaders across the organization to resolve member issues, improve processes, and strengthen the overall member experience. The role also focuses heavily on team development, coaching, performance management, and career growth. The successful candidate will be comfortable leading a nationally distributed team and using contact center data to identify opportunities for improved service, efficiency, and operational performance.

Responsibilities

• Manage day-to-day contact center operations and ensure established service level agreements for wait times, responsiveness, and call quality are consistently achieved.
• Oversee lending pipelines within the Virtual Branch and ensure applications and member requests are handled accurately and efficiently.
• Monitor operational performance and identify opportunities to improve service quality, productivity, accuracy, and efficiency.
• Analyze contact center data and performance trends to support forecasting, workforce planning, and operational decision-making.
• Collaborate with department leaders and team members to coordinate member services and resolve complex issues.
• Partner with internal teams to ensure members receive consistent and seamless support across service channels.
• Conduct regular team meetings to reinforce organizational mission, values, performance expectations, and operational priorities.
• Provide team members with the training, tools, resources, and support needed to succeed.
• Establish clear performance expectations and hold team members accountable for service levels, accuracy, quality, and efficiency.
• Provide ongoing coaching, feedback, and performance guidance to help employees achieve their goals.
• Identify development opportunities and support career pathing and professional growth for team members.
• Lead departmental changes and implement initiatives designed to improve service levels and the overall member experience.
• Participate in special projects and other operational initiatives as assigned.

Requirements

• Bachelor’s degree.
• Minimum 3 years of experience in a call center or financial services branch environment.
• Demonstrated experience supervising or managing employees.
• Experience supporting customers through virtual service technologies, including videoconferencing and web chat.
• Strong leadership, communication, coaching, and problem-solving skills.
• Ability to analyze operational data and translate findings into actionable improvements.
• Ability to manage competing priorities while maintaining a high standard of member service.
• Must be bondable and maintain bondable status in accordance with applicable regulatory requirements.

Pay

Competitive compensation with a pay-for-performance bonus opportunity.

Benefits

• Fully paid Medical, Dental, and Vision insurance for employees.
• Fully paid Life Insurance, AD&D, short-term disability, and long-term disability coverage.
• 401(k) retirement plan with a 3% safe harbor contribution and up to 4% employer matching.
• Education reimbursement of up to $5,250 annually.
• 0% education loan assistance program.
• Pet insurance.
• Four weeks of paid time off annually, including 2.5 days of floating time.
• Nine paid holidays plus two paid half-days.