Contact Center Manager

POSITION SUMMARY:

The Contact Center Manager oversees the day-to-day operations and strategic development of the Member Engagement Center (Call Center), ensuring a remarkable member experience across all delivery channels. This role is highly operational and hands-on, requiring consistent execution of urgent, time-sensitive tasks. The Contact Center Manager is responsible for managing all facets of the department and must rely on delegation, prioritization, and masterful time management to meet both routine and ad-hoc demands.

This leader balances frontline execution with long-term strategic improvements, working cross-functionally to drive innovation, monitor compliance, optimize team performance, and ensure operational efficiency. Additionally, the Contact Center Manager may be asked to collaborate on special projects and serve on various project teams to accomplish Credit Union Strategic Goals. The Contact Center Manager sets the tone for a high-performance culture while developing, coaching, and retaining a team of contact center representatives.

ESSENTIAL FUNCTIONS:

Operational Leadership & Execution:

·        Provide real-time oversight of the Contact Center to ensure efficient delivery of services, rapid issue resolution, and alignment with member financial needs.

·        Manage time-sensitive and high-risk tasks, including:

o   Wire approvals

o   Authorizing transaction overrides

o   Responding to member escalations

o   Approving management requests.

·        Conduct live monitoring, call reviews (minimum four per employee monthly), and daily observations to coach for remarkable service delivery and regulatory adherence.

·        Review and manage representative performance through key metrics (e.g., abandonment rate, call availability, call handled volume), and adherence to schedule.

·        Ensure accurate and timely completion of team member staffing schedules, break schedules, timecards, and coverage adjustments in response to training, absences, and projects.

·        Proactively identify opportunities to optimize member experiences via call flow improvements, self service enhancements, and cross-training.

·        Manage all administrative duties within the desired Service Level Agreements.

Department Performance & Compliance:

·        Achieve and maintain departmental performance metrics, product adoption, service levels, and operational compliance.

·        Monitor and report on Key Performance Indicators (KPIs) across phone and digital channels, product and vendor partner referrals, and transaction trend data.

·        Maintain deep knowledge of Credit Union policies state and federal banking regulations such as, Fair Lending, IRA regulations, and compliance standards (e.g., BSA, OFAC, SAFE Act).

·        Coordinate department audits, vendor management, and updates to IVR and member-facing systems.

·        Actively monitor potential transaction loss related to fraud.

·        Own procedural documentation and ensure timely reviews and updates in alignment with evolving best practices and regulatory changes.

Team Development & Coaching:

·        Address team member performance issues promptly and appropriately.

·        Drive a culture of coaching, accountability, and recognition to improve retention, morale, and service consistency.

·        Provide consistent and meaningful feedback through 1:1s (at least twice per month for each team member), team huddles, and introductory and annual performance reviews.

·        Collaborate in recruitment efforts, onboarding, and skills-based training for both new and tenured employees.

·        Collaborate in the creation and progression of a career development program for team members.

·        Communicate significant member or employee concerns to management or senior leadership in a timely manner.

·        Conduct individual and team training for employees in all administered systems.

·        Hold team members accountable for achieving individual performance goals.

Strategic & Project Participation:

·        Lead and/or contribute to cross-functional projects, process improvements, and digital service enhancements that support the Credit Union’s strategic goals.

·        Execute weekly, monthly, and quarterly reporting that informs senior leadership of department trends, risks, and opportunities.

·        Ensure departmental alignment with larger strategic initiatives.

·        Co-facilitate and actively participate in weekly branch/departmental management meetings.

Overflow Coverage:

·        Provide additional support to other front and back-office teams as needed to ensure remarkable service delivery to members across the organization.

Performance Expectations:

·        Department activities will be supervised in compliance with all federal and state laws, federal regulations and Credit Union policies and procedures requirements.

·        Department goals and performance metrics are consistently met or exceeded.

·        Productivity and quality standards are monitored.

·        Compliance with all applicable regulatory standards. Ensures compliance with all applicable federal regulations, including the Bank Secrecy Act, Security and OFAC.

·        Collaborate with management, senior leadership team, auditors, and vendors.

·        Demonstrate effective communication and develop strong working relationships with all Credit Union departments, members, and vendors.

·        Maintain active communication amongst team members to ensure knowledge of department activities.

·        Remain updated on Credit Union products/services/information and issues impacting the broader financial business environment.

·        Maintains and conveys Credit Union’s professional reputation.

·        Demonstrates the Credit Union’s Core Values and Vision Statement.

REQUIRED SKILLS & ABILITIES:

·        Ability to coach and guide team members in identifying member needs and confidently recommending appropriate deposit products, loans, and value-added services during member interactions.

·        Support a member-centric mindset: Commitment to delivering remarkable member service by fostering empathy, personalization, and long-term relationship-building across all team interactions.

·        Consistently model the credit union’s core values.

·        Display proficiency in analyzing call center metrics, member behavior data, and individual performance reports to drive coaching, adjust workflows, and improve operational and performance results.

·        Demonstrate capacity to work autonomously, meeting deadlines, and managing day-to-day operations.

·        Maintain excellent written and verbal communication skills to convey expectations, provide feedback, and represent the department professionally across the organization.

·        Model leadership by managing positivity and empathy while building strong team rapport by focusing on morale and recognition to drive employee retention.

Technical Proficiency:

·        Strong working knowledge of Microsoft Office.

·        Experience using member engagement platforms is preferred.

·        Familiarity with banking/lending on Symitar is a plus.

·        Familiarity with Jack Henry services and platforms.

·        Comfortable using standard office equipment and digital communication tools.

Other Pertinent Information:

·        Consistent and satisfactory attendance is required.

·        Must maintain an acceptable personal credit history and be bondable.

EDUCATION & EXPERIENCE:

·        Three years to five years of related work experience managing a call center department, preferably a Credit Union.

·        Bachelor’s degree (B.A. or B.S.), or related field or equivalent combination of education and experience. Certificates are not required but they would be considered.

·        Supervisory experience with skill in coaching and training a team to achieve high-performance levels.

·        Knowledge of state and federal laws and regulations concerning lending and deposit products.

·        Knowledge of CU policies and procedures preferred.

·        Verbal and written proficiency in Spanish is a plus.