Quincy Credit Union · 1 month ago
Contact Center Manager
Weymouth,MA,US
Full-time
Onsite
Mid, Senior Level
3+ years expQuincy Credit Union is seeking a Contact Center Manager to lead and manage their Contact Center as a member-focused digital branch. This role focuses on ensuring exceptional service for members while driving operational efficiency and employee development.
BankingFinancial ServicesNon Profit
Responsibilities
Foster a strong, member-centric service culture by setting clear service standards and coaching staff in service excellence, relationship building, and needs-based conversations across all contact center channels
Lead contact center staffing by recruiting, onboarding, training, scheduling, and developing employees to meet service and operational goals, while driving engagement, accountability, and performance
Oversee contact center systems and digital communication channels in partnership with IT, Digital Banking, and vendors to improve efficiency, security, self-service, and the overall member experience
Monitor performance metrics and member feedback to identify trends, improve workflows, and implement process enhancements that support operational effectiveness
Resolve escalated or complex member issues with sound judgment while ensuring compliance with Credit Union policies, procedures, and regulatory requirements
Qualification
Required
Three to five years of progressive experience in contact center, branch operations, or member service leadership
Associate degree required
An equivalent combination of education, training, certifications, and relevant experience may be considered
Preferred
Credit union or financial services experience preferred
bachelor's degree preferred
Company
Quincy Credit Union
Quincy Credit Union is a financial services company that offers financial products and mobile banking services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Sean T. Dunn
Chief Lending Officer
Company data provided by crunchbase