Contact Center Manager

Description:

The Contact Center Manager is responsible for leading and managing the Credit Union’s Contact Center as a member-focused digital branch. This role ensures members and prospective members receive prompt, accurate, and courteous service across all contact channels while reinforcing the Credit Union’s mission, values, and commitment to exceptional member service.

The Contact Center Manager drives service excellence, operational efficiency, employee development, and member relationship growth while supporting the Credit Union’s strategic goals and member experience initiatives. This role requires onsite presence to support staff, operations, and member service needs.

Key Responsibilities

• Foster a strong, member-centric service culture by setting clear service standards and coaching staff in service excellence, relationship building, and needs-based conversations across all contact center channels.
• Lead contact center staffing by recruiting, onboarding, training, scheduling, and developing employees to meet service and operational goals, while driving engagement, accountability, and performance.
• Oversee contact center systems and digital communication channels in partnership with IT, Digital Banking, and vendors to improve efficiency, security, self-service, and the overall member experience.
• Monitor performance metrics and member feedback to identify trends, improve workflows, and implement process enhancements that support operational effectiveness.
• Resolve escalated or complex member issues with sound judgment while ensuring compliance with Credit Union policies, procedures, and regulatory requirements.

Requirements:

Experience
Three to five years of progressive experience in contact center, branch operations, or member service leadership. Credit union or financial services experience preferred.

Education
Associate degree required; bachelor’s degree preferred. An equivalent combination of education, training, certifications, and relevant experience may be considered.

QCU is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable law.