Summary

The Contact Center Manager is a key leadership role responsible for driving operational excellence, member satisfaction, and business growth within the credit union’s Contact Center. This position oversees the planning, organization, and execution of strategies that attract new members, strengthen existing relationships, and ensure superior service delivery. The Contact Center Manager will lead a high-performing team, foster a positive work environment, and ensure adherence to service quality standards, regulatory compliance, and organizational goals.

This role requires a proactive leader who can balance strategic oversight with hands-on operational support, including managing escalated member concerns, coaching staff, and ensuring the department consistently meets or exceeds performance metrics.

Essential Functions

1. Performance Leadership: Achieve all Contact Center goal metrics, including service levels, call quality scores (90% or higher), and member satisfaction benchmarks.
2. Team Development: Promote a positive, collaborative work environment; resolve grievances promptly; and provide ongoing coaching, feedback, and performance evaluations.
3. Member Experience: Ensure exceptional service delivery by addressing escalated inquiries and complaints, maintaining operational integrity, and supporting staff in complex transactions.
4. Sales & Growth: Drive cross-sell and referral goals for the team and meet individual targets to support credit union growth.
5. Operational Oversight: Maintain compliance with policies, procedures, and regulatory requirements; standardize processes for efficiency; and ensure accurate documentation and reporting.
6. Scheduling & Staffing: Develop and manage schedules within FTE allowances to meet member demand while optimizing productivity.
7. Training & Knowledge: Administer cross-training programs, maintain current knowledge of all operational procedures, and ensure staff readiness for evolving business needs.
8. Reporting & Analysis: Provide regular reports on call volume, productivity, and goal attainment; analyze data from platforms such as TalkDesk to identify trends and improvement opportunities.
9. Leadership Engagement: Conduct regular team meetings, one-on-one coaching sessions, and communicate organizational updates and goals effectively.
10. Travel Flexibility: Be available to travel to other locations on short notice to support staffing needs.
11. Additional Duties: Perform operational tasks as needed and take on other responsibilities as assigned.

Required Skills and Abilities

1. Strong leadership, organizational, and team-building skills.
2. Excellent communication and presentation abilities across all organizational levels.
3. Advanced problem-solving and decision-making skills under pressure.
4. Proficiency in workforce management tools and Erlang calculations for staffing optimization.
5. Ability to interpret and apply policies, procedures, and regulatory requirements.
6. Skilled in Microsoft Office Suite; experience with TalkDesk preferred.
7. Ability to manage multiple priorities and deadlines in a fast-paced environment.
8. Ability to write routine reports, correspondence and speak effectively to members and employees.
9. Ability to perform advanced input/output functions on the credit union computer systems that relate to account and general ledger postings.
10. Must successfully complete and pass the required training courses as specified by the Talent Development Center and meet acceptable job performance standards.

Education and Experience

1. High School Diploma or equivalent required; Bachelor’s degree preferred.
2. Minimum of 10 years of experience in financial services, including leadership in a Contact Center environment.
3. TalkDesk experience preferred or equivalent Contact Center software system.
4. Advanced knowledge of banking and credit union regulations (Reg B, Reg CC, Reg Z, etc.).
5. Advanced knowledge of Microsoft Office products required. 

Physical Requirements and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

1. Prolonged periods of sitting at a desk and working on a computer – 7 to 8 hours per day.
2. Light lifting, carrying, pushing and/or pulling objects up to 25 lbs.
3. Intermittent walking and bending.
4. General office environment: works generally at a desk in a well-lighted, air-conditioned cubicle/office, with moderate noise levels.  

Work Location
This is an on-site position at our Corporate Headquarters in Yuba City, CA. Remote work is not available for this role.

Compensation Range

The company anticipates offering  an annual salary range between $90,000 to $100,000 for this position at the time of hire. This range includes base salary (or hourly wages) and does not include possible overtime for non-exempt employees or any applicable performance-based incentives or commissions.

Annual Merit Increase

Employees are eligible for a discretionary yearly merit-based salary adjustment, based on individual performance and company results.

Comprehensive Benefits Package

We provide a robust benefits package designed to support your health, financial security, and work-life balance including:

• Medical, Dental & Vision Insurance options
• Voluntary Lines including hospital indemnity, accident, and critical illness policies
• Company Paid HRA (with enrollment in certain health plans)
• Company Paid Basic Term Life Insurance
  • Coverage at 2× annual base salary, up to a maximum of $500,000 for full-time employees
  • $25,000 for part-time employees
• Company Paid Long-Term Disability Insurance for Full-Time Employees
• Company Paid Telehealth Services Membership (Teladoc)
• Company Paid Employee Assistance Program (EAP)
• 401(k) Retirement Plan
  • Employer-funded safe harbor contribution of 3% of employee's eligible earnings
  • Discretionary employer match on employee contributions 
• Flexible Spending Accounts
  • HSA
  • Medical FSA
  • Dependent Care FSA
  • Limited Purpose FSA
• Paid Time Off
  • Vacation accruals based on status and tenure within company
  • 12 sick days accrued annually for full-time employees
  • 1 hour for every 30 hours worked for part-time employees
  • 11 paid holidays (eligible after 90 days of employment)
• Travel Expense Reimbursement
  • All necessary and work-related travel expenses will be reimbursed in accordance with company policy

The preceding list of duties does not include all tasks and responsibilities that may be required with this position. Additional tasks may be assigned, as departmental and operational needs require.