Contact Center Manager jobs in United States
cer-icon
Apply on Employer Site
company-logo

Community Choice Credit Union ยท 1 day ago

Contact Center Manager

positionWarren, MI
timeFull-time
remoteHybrid
seniorityMid, Senior Level
money$83K/yr - $103K/yr
date5+ years exp

Community Choice Credit Union is looking for a Contact Center Manager to lead their frontline teams and deliver an exceptional member experience. The role involves overseeing daily operations, coaching team managers, monitoring performance metrics, and collaborating with various departments to enhance service delivery.

BankingCreditFinancial Services
check
Comp. & Benefits

Responsibilities

Lead with vision: Oversee daily contact center operations while aligning with organizational goals and service standards
Inspire teams: Coach and develop Team Managers, fostering a culture of accountability, growth, and recognition
Drive results: Monitor KPIs such as service levels, quality scores, and Net Promoter Score (NPS) to ensure strong performance
Collaborate across the credit union: Partner with Quality, Training, IT, and senior leadership to deliver innovative solutions
Manage resources: Oversee staffing, workforce planning, budgeting, and technology to maximize efficiency

Qualification

Contact center operationsWorkforce management platformsLeadership experienceData-driven decision-makingCoaching abilitiesChange managementCommunication skillsCollaboration skills

Required

Bachelor's degree in Business, Operations, or a related field
5+ years of experience in contact center operations, including at least 2 years in a leadership role
Strong skills in workforce management platforms (e.g., Five9, NICE, Verint) and data-driven decision-making
A leader with excellent communication, coaching, and change management abilities who thrives in a dynamic environment

Preferred

Credit union or financial services background preferred
Bachelor's (Preferred)
contact center operations: 5 years (Preferred)
leadership role : 2 years (Preferred)
Ability to Commute: Warren, MI 48092 (Preferred)
Willingness to travel: 25% (Preferred)

Benefits

401(k)
Dental insurance
Health insurance
Tuition reimbursement
Vision insurance

Company

Community Choice Credit Union

twittertwittertwitter
company-logo
Community Choice Credit Union specializes in e-Banking, mobile banking, insurance, financial tools, loans and investment services.
dateFounded in 1935
location
Farmington Hills, Michigan, USA
people-size201-500 employees
web-link
https://www.communitychoicecu.com

Funding

Current Stage
Growth Stage

Leadership Team

R
Rob Bava
President and CEO
linkedin

Recent News

PRLog
Community Choice Credit Union Goes Live on Scienaptic's AI-Powered Credit Decisioning Platform
2024-03-11
Company data provided by crunchbase