Call Center Manager

Financial Freedom Happens Here – and it starts with YOU.

At FAIRWINDS Credit Union, we’re more than a workplace; we’re a team on a mission. Join the credit union nationally endorsed by The Dave Ramsey Show, where every day is a step toward financial freedom - for our members and for you. We’re seeking a Contact Center Manager to lead our team, ensuring top-tier service for every interaction. This is your opportunity to make a meaningful impact in a collaborative, high-performing environment where your leadership will shape our customer experience.

Your Role in Our Mission:

• Lead and develop a team of Contact Center Leads and Representatives through coaching, and performance management.

• Monitor day-to-day contact center operations, including scheduling, call flow, and service delivery.

• Meet and exceed key performance metrics like customer satisfaction, call handling time, and issue resolution rates.

• Handle escalated member concerns with professionalism and empathy, ensuring solutions align with policy and service standards.

• Analyze call trends and performance reports to drive data-informed improvements.

• Collaborate with leadership on strategic planning, process enhancements, and cross-departmental initiatives.

• Foster a positive, growth-focused team culture that values collaboration and continuous improvement.

• Manage operational budgets and ensure resources are used effectively.

• Stay up to date on industry trends and new technologies to improve service delivery and team efficiency.

What Makes You a Great Fit:

• At least 2 years of leadership experience in a contact center environment.

• Proven success managing teams in the financial services industry, preferred.

• Strong interpersonal and communication skills with a focus on people development.

• Proficiency in contact center technologies, workforce tools, and CRM platforms.

• Data-savvy with the ability to interpret metrics and turn insights into action.

• A service-first mindset with a commitment to delivering exceptional experiences.

A Culture of Care and Reward:
You give your best, and we give back with a comprehensive and meaningful rewards package:

• Enjoy 11 paid holidays and generous paid time off to recharge and reset
• Build your future with a 6% 401(k) match
• Eligible for a $700 annual contribution to your Health Savings Account
• Access our comprehensive maternity leave program to support growing families
• Stay covered with medical, dental, vision, disability, and life insurance
• Grow your career through leadership development, tuition assistance, and advancement opportunities
• Earn rewards for financial wellness through our Debt Free Club and Dave Ramsey’s SmartDollar program
• Thrive in a purpose-driven, people-first culture where your impact matters

This is more than your next job. It’s your next step in changing lives; starting with your own.

About FAIRWINDS Credit Union
At FAIRWINDS Credit Union, Financial Freedom Happens Here. Headquartered in Orlando, we’ve proudly served members for more than 70 years. Our mission - Changing members’ lives on the journey to Financial Freedom - guides every decision we make, and our vision is simple: Members financially free. Through The FAIRWINDS Way, we foster a culture built on integrity, accountability, and teamwork. We are also proud to be nationally endorsed by The Dave Ramsey Show as a trusted provider committed to financial wellness! We’re honored to be recognized as one of the Forbes 2024 Best-in-State Credit Unions and Orlando Business Journal’s Best Places to Work. Join a top workplace where your purpose matters, and your growth is supported every step of the way.