Hudson River Community Credit Union (HRCCU) · 3 days ago
Call Center Manager
Corinth, NY
Full-time
Onsite
Senior Level
$60K/yr - $75K/yr
5+ years expHudson River Community Credit Union is dedicated to improving the lives of its members. They are seeking a dynamic and experienced Call Center Manager to lead their Member Experience Center team, responsible for overseeing contact center operations, delivering exceptional member service, and ensuring compliance with policies and regulatory requirements.
BankingFinancial ServicesLending
Responsibilities
Lead, coach, and develop call center supervisors and representatives to deliver consistent, high-quality member service
Ensure a positive, professional, and member-focused experience across all call interactions
Monitor call quality, service levels, and member feedback
Manage call center metrics such as service levels, average handle time, first-call resolution, quality scores, and member satisfaction
Implement process improvements to enhance efficiency and consistency
Ensure adherence to credit union policies, procedures, and regulatory requirements
Maintain strong internal controls and documentation standards
Collaborate with branch operations, lending, digital services, and support departments to ensure seamless member support
Contribute to strategic planning initiatives related to service delivery, technology, and growth
Support change management initiatives, including new systems, products, or processes
Qualification
Required
College Degree with at least 5 years of experience managing a contact center or customer service team, or a high school diploma with at least 8 years' experience managing a contact center or customer service team, preferably in a financial institution
Strong leadership and team-building skills
Excellent verbal and written communication abilities
Ability to analyze performance data and take action to improve results
Proficiency in Microsoft Office Products
The ability to adjust approach in response to new information, shifting priorities, or unexpected challenges
Commitment to providing outstanding member experience
Benefits
Medical, Dental, Vision, FSA & HSA options.
Life insurance, short term, & long-term disability benefits.
401K with matching contribution up to 10%.
Generous paid time off, including birthday off and additional12 observed holidays.
Gym reimbursement and wellness program.
Internal and external training, including certification and tuition reimbursement.
Community Volunteer initiatives.
Career growth & advancement opportunities.
Company
Hudson River Community Credit Union (HRCCU)
Hudson River Community Credit Union was founded in 1954 by the employees of International Paper Company in Corinth, NY as IPCO Federal Credit Union.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Susan Commanda
CEO & Chief Information Security Officer
Adam T. R.
Assistant Vice President of Marketing, Communications & Brand Partnerships
Company data provided by crunchbase