Contact Center Manager

What Makes a Honda, Is Who Makes a Honda Honda has a clear vision for the future, and it’s a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals. At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company that serves as a source of “power” that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize “the joy and freedom of mobility” by developing new technologies and an innovative approach to achieve a “zero environmental footprint.” We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team. If your goals and values align with Honda’s, we want you to join our team to Bring the Future! Job Purpose This position, in collaboration with Contact Center leaders, is responsible to advance the credit union’s mission by building and leading a high-performing team that expands member access, strengthens service quality, drives lending and share growth, executes strategic initiatives and ensures operational excellence through strong leadership, technology optimization, and effective oversight of Contact Center and overflow support functions. Key Accountabilities Coordinate and manage Contact Center member service operations initiatives, ensuring alignment with the credit union’s strategic vision and maintaining service quality, accuracy, and regulatory compliance across all digital and voice channels. Provide leadership and oversight of Contact Center loan operations, ensuring strong loan production and portfolio growth while maintaining quality standards, regulatory compliance, and staff capability to meet consumer lending goals. Develop, coach, and support the team responsible for all digital channels, building a high-performing group with strong service, sales, and operational competencies. Oversee hiring, training, scheduling, and workforce management to build a team capable of meeting lending and service targets, maintaining adequate staffing, and supporting continuous development in lending knowledge, sales effectiveness, and member service soft skills. Manage phone system performance and enhancements, optimizing call routing, reporting, and technology to support efficiency and member satisfaction. Oversee the relationship and performance of the overflow call center, ensuring alignment with service standards, quality expectations, and member experience goals. Qualifications, Experience, and Skills Bachelor’s degree or commensurate experience Minimum of five years of financial institution or customer service experience Minimum of three years of supervisory or managerial experience Preferred credit union experience Bilingual candidates are encouraged but not required Other Job-Specific Skills Member-focused communication and professionalism with strong organizational and multitasking abilities Effective coaching and staff development to build skills aligned with company growth and vision Effective change management and project execution to lead initiatives and support operational transitions Strategic talent development and succession planning to identify and prepare future leaders Sound decision-making and self-motivation to support high performance in a fast-paced environment Total Rewards Competitive Base Salary (pay will be based on several variables that include, but not limited to geographic location, work experience, etc.) Paid Overtime Regional Bonus (when applicable) Industry-leading Benefit Plans (Medical, Dental, Vision, Rx) Paid time off, including vacation, holidays, shutdown Company Paid Short-Term and Long-Term Disability 401K Plan with company match + additional contribution Relocation assistance (if eligible) Career Growth Advancement Opportunities Career Mobility Education Reimbursement for Continued Learning Training and Development programs Additional Offerings Tuition Assistance & Student Loan Repayment Lifestyle Account Childcare Reimbursement Account Elder Care Support Wellbeing Program Community Service and Engagement Programs Product Programs Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor. #J-18808-Ljbffr