Member Service Center Manager - FULL TIME - Charlottesville, VASUMMARY: The Member Service Center Manager is responsible for leading the Credit Union's phone service operation and ensuring members receive timely, accurate, professional, and consistent service. This role provides leadership for staffing, employee development, operational execution, performance management, and achievement of established contact center goals.
A successful candidate will be an experienced leader who can balance daily operational demands with long-term team development and service excellence initiatives. This position uses workforce data, performance metrics, and member feedback to drive staffing decisions, improve service outcomes, and foster a culture of accountability, collaboration, and continuous improvement. The Member Service Center Manager works closely with other Member Service Center leaders to deliver exceptional member experiences while supporting organizational objectives.
DUTIES AND RESPONSIBILITIES:- Leads the daily operation of the Member Service Center, ensuring appropriate staffing, service levels, and member access throughout operating hours.
- Oversees workforce planning, scheduling, attendance management, and staffing strategies to meet service expectations and business needs.
- Provides leadership, coaching, development, and performance management for supervisors and Member Service Center team members.
- Monitors operational and service metrics, including call volume, wait times, service levels, productivity, and member experience trends.
- Analyzes performance data and develops action plans to improve service quality, efficiency, and operational results.
- Serves as a leadership resource for escalated member concerns, ensuring timely resolution and a positive member experience.
- Partners with Member Service Center leadership, Training, Human Resources, Information Technology, Compliance, and other departments to support operational excellence and service initiatives.
- Communicates operational priorities, process changes, and organizational initiatives to team members and supervisors.
- Identifies opportunities for process improvement, workforce optimization, and enhanced member service delivery.
- Keeps leadership informed of operational trends, staffing needs, service challenges, and opportunities for improvement.
Requirements
QUALIFICATIONS: - Three to five years of progressively responsible leadership experience in a contact center, financial institution, customer service operation, or member service environment.
- Bachelor's degree in Business, Finance, Communications, or a related field, or an equivalent combination of education and experience.
- Strong leadership, communication, coaching, organizational, analytical, and problem-solving skills.
- Demonstrated experience leading teams, managing employee performance, coaching staff, and achieving operational goals.
- Experience with workforce planning, scheduling, staffing analysis, and contact center performance management.
- Ability to analyze operational data and performance trends and translate findings into effective staffing and service strategies.
- Ability to effectively manage competing priorities while maintaining a focus on employee development, operational efficiency, and member service excellence.
- Experience with Five9 or a comparable cloud-based contact center platform preferred.
- Credit union, banking, or other financial services experience preferred.
- Experience with workforce management practices, service-level management, contact center reporting, and process improvement initiatives preferred.
WORK SCHEDULE:This position is eligible for a hybrid work arrangement. Regular onsite attendance is expected Tuesday through Thursday, with additional onsite presence required for training, operational needs, or technology-related support.
BENEFITS:We offer an attractive suite of benefits to employees who work an average of 20 hours per week or more, including: Health, Dental, Vision, up to a 7% employer 401(k) contribution after the first year of employment. Employees are eligible for Life Insurance, Long-Term Disability, Health & Wellness Spending Account, Tuition Reimbursement, and Employee Loan Discounts. Employees accrue Paid Time Off starting with 16 days accrual at full time annually, and 13 company paid holidays. Employees are also eligible for Family Forming Leave, and Volunteer Time Off.
Salary Description
$80,000 - $93,500
