SUMMARY: The Call Center Manager provides day-to-day leadership and direction for the Call Center in close partnership with the Vice President of Virtual Services. This role builds and sustains a high-performing team, advancing a culture of service quality, accountability, and continuous improvement. The manager is accountable for the overall member experience, operational performance, employee development, and achievement of departmental service and sales objectives.
ESSENTIAL FUNCTIONS: - Provide leadership, coaching, and development for employees through regular one-on-one meetings, performance evaluations, feedback, and professional development planning.
- Own departmental service, quality, productivity, and sales metrics, using data and performance trends to drive continuous improvement.
- Model and reinforce the credit union's service quality standards while partnering with the Service Quality Analyst to deliver exceptional member experiences.
- Work closely with the Vice President of Virtual Services to support strategic initiatives, budgeting, operational planning, and process improvement efforts.
- Ensure appropriate staffing, scheduling, and workforce management to consistently meet member service expectations.
- Build strong partnerships across departments to improve operational efficiency and create seamless member experiences.
- Serve as the primary operational contact for key call center vendors by managing vendor relationships, monitoring service levels, resolving issues, evaluating performance, and ensuring vendor partnerships support organizational goals and an exceptional member experience.
- Ensure compliance with all applicable regulations, policies, procedures, and credit union standards.
- Ownership of call center policies, procedures, training resources, and monthly reporting.
- Research and resolves escalated member inquiries and complaints.
- Other duties as may be assigned
QUALIFICATIONS: - Education Required: High School Diploma or equivalent (GED)
- Education Preferred: Bachelor's degree in Business Administration or related field
- Experience Required: Three (3) years of call center experience in a financial institution and three (3) years of management experience
- Experience Preferred: Five (5) years of management experience
The base pay for this position is $63,445.33 to $105,738.89 annually. In specific locations, the pay range may vary from the range posted. Click here to learn more about ALEC and our benefits.
