CONTACT CENTER MANAGER

Job Description

Job Description

POSITION DESCRIPTION:

CONTACT CENTER MANAGER

Department: Contact Center

Classification: Exempt

Reports to: Chief Retail Officer 

 

GENERAL DESCRIPTION: 

Leads the Contact Center for Carolinas Telco Federal Credit Union (CTFCU), ensuring members receive timely, accurate, secure, and personalized service across phone and digital channels. Develops employees and team leads, manages staffing and service performance, improves processes and technology, and advances CTFCU’s member experience and business objectives. Partners with Branches, Lending, Operations, Compliance, Information Technology, and other departments to resolve issues, reduce member effort, and deliver consistent service.

ESSENTIAL FUNCTIONS: 

1. Provides strategic and day-to-day leadership for the Contact Center, including team leads, Contact Center Specialists, and Virtual Communication Specialists.
2. Establishes clear performance expectations and coaches employees through regular one-on-one meetings, call and interaction reviews, recognition, development planning, and timely corrective action when needed.
3. Recruits, interviews, selects, onboards, schedules, and retains qualified employees; develops team leads and builds internal succession plans.
4. Forecasts interaction volume and staffing needs and manages schedules, attendance, payroll records, queue coverage, and business continuity to meet member demand across supported channels.
5. Monitors and improves service level, speed to answer, abandonment rate, schedule adherence, quality, productivity, first-contact resolution, transfer rate, member satisfaction, and other approved key performance indicators.
6. Uses performance data, quality reviews, member feedback, complaints, and repeat-contact trends to identify root causes, recommend solutions, and measure improvement.
7. Ensures member questions, complaints, escalations, documentation discrepancies, and complex service issues are resolved accurately, respectfully, and within established timeframes.
8. Maintains an effective quality assurance program, including interaction monitoring, calibration, coaching, documentation, and consistent application of service standards.
9. Ensures employees are trained and remain proficient in Credit Union products, services, systems, procedures, security practices, and regulatory requirements.
10. Promotes consultative conversations that identify legitimate member needs and generate appropriate, well-documented referrals for loans, deposit products, digital services, and other solutions.
11. Partners with branches to create clear handoffs, reduce unnecessary transfers, track referrals through completion, and provide a consistent member experience.
12. Collaborates with operations, compliance, fraud, information technology, marketing, and vendors to improve processes, resolve recurring issues, and support organizational initiatives.
13. Oversees phone, chat, email, secure messaging, video, and other assigned communication channels; evaluates technology and industry practices that improve access, efficiency, and member service.
14. Maintains current procedures, records, reports, and department files and ensures activity and performance reporting is accurate, timely, and actionable.
15. Manages the department budget and vendor relationships, monitors service and contract performance, and makes responsible recommendations regarding staffing and technology investments.
16. Safeguards member information and ensures operations comply with Credit Union policies and applicable requirements.
17. Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC). 
18. Models the Credit Union's core values, strengthens an inclusive and accountable culture, and promotes a positive image of the Credit Union in every interaction.
19. Communicates department results, risks, staffing needs, member trends, and recommended actions to the Chief Retail Officer; leads department meetings and completes other duties as assigned.
20. Any Additional tasks assigned.

 

 

 

PERFORMANCE MEASUREMENTS  

1. Member service levels and approved contact-center KPIs are consistently achieved, accurately reported, and improved through documented action plans when results fall below expectations.
2. Members receive accurate, courteous, secure, and timely assistance, with strong first-contact resolution and effective management of complaints and escalations.
3. Employees are appropriately staffed, trained, coached, engaged, and held accountable; turnover, attendance, and development needs are actively managed.
4. Quality assurance results demonstrate consistent adherence to service, operational, security, and compliance standards.
5. Qualified member needs are identified appropriately, referrals are documented and tracked, and the department contributes responsibly to Credit Union growth goals.
6. Recurring member issues and unnecessary transfers are identified, escalated, and reduced through effective cross-functional problem-solving.
7. Budgets, vendor relationships, records, schedules, payroll, and projects are managed accurately and within established deadlines.
8. Positive, collaborative relationships and the Credit Union’s core values are demonstrated consistently with members, employees, internal departments, and business partners.

 

QUALIFICATIONS

1. Bachelor's degree in business, finance, management, communications, or a related field preferred; an equivalent combination of education and relevant experience will be considered.
2. Five or more years of progressive experience in contact center operations, including at least three years of supervisory or management experience in a contact center, preferred.
3. Credit union, community bank, consumer lending, or other regulated financial services experience strongly preferred.
4. Demonstrated success leading, coaching, developing, and retaining teams while managing performance, accountability, change, and competing priorities.
5. Working knowledge of deposit accounts, consumer lending, card services, digital banking, fraud prevention, member authentication, and complaint resolution.
6. Experience managing contact-center performance metrics, workforce scheduling, quality assurance, call recording, routing, reporting, and multichannel service platforms.
7. Ability to analyze operational and member-experience data, identify root causes, translate findings into action, and clearly communicate results to employees and senior leaders.
8. Strong judgment, organization, project management, and conflict resolution skills.
9. Excellent written, verbal, interpersonal, and presentation skills; able to communicate effectively with members, employees, vendors, and executives.
10. Proficiency with standard business software and the ability to learn and administer relevant core, CRM, contact-center, digital communication, and workforce-management systems; ability to maintain confidentiality and support an inclusive, accountable workplace.

 

DISCLAIMER AND ACKNOWLEDGEMENT

Position descriptions possess the essential functions and basic duties of the role. Peripheral tasks may have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements contained above be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. Position descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law. Equal Opportunity Employer: M/F/Disability/Veteran.

I have received a copy of the above position description and understand the role’s expectations for performance. I understand that should I have questions or need additional directions, it is my responsibility to seek clarification and/or assistance from my direct supervisor.