Manager, Contact Center

Manager, Contact Center

The Manager, Contact Center is responsible for the strategic leadership, daily management, and continuous improvement of Island Federal Credit Union's Contact Center. This position oversees all aspects of member interactions across phone, email, chat, video, secure messaging, and emerging digital channels while ensuring an exceptional member experience, operational excellence, regulatory compliance, and achievement of departmental goals.

The ideal candidate is a seasoned Contact Center leader with extensive experience managing high-volume service environments, developing high-performing teams, utilizing data and analytics to drive performance, and implementing best practices that improve service levels, first-contact resolution, member satisfaction, and operational efficiency. This individual must be a hands-on leader, capable of coaching staff, resolving complex member issues, and serving as the organization's subject matter expert on contact center operations.

Essential Duties and Responsibilities

Leadership Qualifications:

• Proven ability to build, develop, and lead a high-performing Contact Center Team.
• Extensive experience coaching managers, supervisors, and Contact Center Team members.
• Demonstrated ability to improve team member engagement, productivity, quality scores, and member satisfaction results.
• Strong business acumen with the ability to analyze trends, identify opportunities, and implement solutions.
• Experience leading organizational change and technology implementations.

Technical Expertise:

• Expert knowledge of Contact Center operations, workforce management, service level management, quality assurance programs, coaching methodologies, and performance analytics.
• Extensive experience utilizing Contact Center technologies including:
• Call routing systems
• Automatic Call Distribution (ACD)
• Interactive Voice Response (IVR)
• Quality Monitoring systems
• CRM platforms
• Contact Center analytics and reporting tools
• Strong understanding of digital banking platforms and member self-service technologies.
• Advanced proficiency with Microsoft 365, Excel, reporting tools, and dashboard development.

Industry Knowledge:

• Strong understanding of financial institution operations, products, services, and member relationship management.
• Working knowledge of Credit Union regulations such as BSA/AML, OFAC, UDAAP, privacy regulations and information security standards.
• Ability to effectively manage risk while maintaining exceptional member experience.

Additional Duties and Responsibilities:

• Achieve first-call resolution by effectively addressing member/customer inquiries and resolving issues during the initial interaction whenever possible.
• Successfully transform or significantly improve Contact Center performance.
• Use data and analytics to make operational decisions.
• Create a culture of accountability, service excellence, and continuous improvement.
• Understand both the service and sales components of a Contact Center.
• Effectively balance member experience, operational efficiency, risk management, and employee engagement.
• Develop future leaders and builds strong succession plans.
• Serve as a trusted advisor to senior management on Contact Center strategies and trends.
• Stay current on emerging Contact Center technologies, artificial intelligence, automation, and member experience best practices.
• Develop, manage and maintain departmental budgets, ensuring effective allocation of resources, fiscal accountability, and alignment with organizational objectives.
• Perform additional duties as assigned.

Requirements:

• Bachelors degree or equivalent combination of education and experience
• Must have 3 – 5 years of prior contact center experience, preferably in a Credit Union environment
• 3-5 years of supervisory experience
• Certified Contact Center Manager (CCCM), preferred
• Experience with call center software, preferably Beacon/Elevate
• Project Management experience, preferred

Competencies:

• Excellent written and oral communication skills.
• Excellent organizational skills.
• Ability to prioritize, pay close attention to detail, and coordinate various activities simultaneously.
• Ability to work independently of supervision.