Contact Center Manager

About the role

True North FCU is a member-owned, full-service credit union headquartered in Juneau with a branch in Anchorage, serving members across Alaska. As the Contact Center Manager, you will work under the general direction of the AVP of Operations and alongside the CC Supervisor to ensure effective and efficient operations, quality member service, and guide the performance outcomes and strategic direction of the department.

Responsibilities

• Develop and monitor contact center metrics and perform report analytics, evaluating department performance to ensure high-quality service across all communication channels.
• In collaboration with the CC Supervisor, hire, train, and direct the team.
• Monitor department activities for compliance with established policies and regulations.

Requirements

• Three to five years of similar or related experience; call center experience preferred.
• Education: either a 2‑year college degree, completion of a specialized certification or licensing, completion of specialized vendor training courses, or job‑specific skills acquired through an apprenticeship program.
• Excellent communication and organizational skills.
• Ability to foster sound relationships with other entities and motivate and influence your team.

Skills

• Communication and organizational skills.
• Ability to foster relationships and motivate/influence team.

Benefits

• Medical, dental, and vision coverage.
• Retirement plan.
• Paid time off.

Pay

$80,900 – $104,700 DOE