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Sierra Central Credit Union · 1 day ago

Contact Center Manager - On Site

Yuba City,CA,US

Full-time

Onsite

Senior Level, Lead/Staff

$90K/yr - $100K/yr

10+ years exp

Sierra Central Credit Union is seeking a Contact Center Manager to lead their Contact Center operations. This role is responsible for driving member satisfaction, operational excellence, and business growth by overseeing strategies, managing a high-performing team, and ensuring compliance with service quality standards.

BankingCredit CardsFinancial Services

Responsibilities

Achieve all Contact Center goal metrics, including service levels, call quality scores (90% or higher), and member satisfaction benchmarks

Promote a positive, collaborative work environment; resolve grievances promptly; and provide ongoing coaching, feedback, and performance evaluations

Ensure exceptional service delivery by addressing escalated inquiries and complaints, maintaining operational integrity, and supporting staff in complex transactions

Drive cross-sell and referral goals for the team and meet individual targets to support credit union growth

Maintain compliance with policies, procedures, and regulatory requirements; standardize processes for efficiency; and ensure accurate documentation and reporting

Develop and manage schedules within FTE allowances to meet member demand while optimizing productivity

Administer cross-training programs, maintain current knowledge of all operational procedures, and ensure staff readiness for evolving business needs

Provide regular reports on call volume, productivity, and goal attainment; analyze data from platforms such as TalkDesk to identify trends and improvement opportunities

Conduct regular team meetings, one-on-one coaching sessions, and communicate organizational updates and goals effectively

Be available to travel to other locations on short notice to support staffing needs

Perform operational tasks as needed and take on other responsibilities as assigned

Qualification

Workforce management toolsBanking regulations knowledgeLeadership skillsMicrosoft Office SuiteTalkDesk experienceTeam-building skillsCommunication skillsProblem-solving skillsOrganizational skills

Required

Strong leadership, organizational, and team-building skills

Excellent communication and presentation abilities across all organizational levels

Advanced problem-solving and decision-making skills under pressure

Proficiency in workforce management tools and Erlang calculations for staffing optimization

Ability to interpret and apply policies, procedures, and regulatory requirements

Skilled in Microsoft Office Suite; experience with TalkDesk preferred

Ability to manage multiple priorities and deadlines in a fast-paced environment

Ability to write routine reports, correspondence and speak effectively to members and employees

Ability to perform advanced input/output functions on the credit union computer systems that relate to account and general ledger postings

Must successfully complete and pass the required training courses as specified by the Talent Development Center and meet acceptable job performance standards

High School Diploma or equivalent required

Minimum of 10 years of experience in financial services, including leadership in a Contact Center environment

Advanced knowledge of banking and credit union regulations (Reg B, Reg CC, Reg Z, etc.)

Advanced knowledge of Microsoft Office products required