Call Center Leader - Member Experience & Growth (Hybrid)

arizonacentralcreditunion; Phoenix (AZ); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Arizona Central Credit Union is seeking a call center leader to build long-term member relationships and oversee operations across remote delivery channels. You will direct, coach and grow a high-performing team while aligning with organizational service and growth plans.

The role focuses on delivering timely, courteous member service and achieving service level targets. The position requires 5–8 years in call center management within banking, plus a two-year degree or equivalent.

Qualifications

• Five to eight years of call center management & banking experience.
• Two-year college degree or equivalent.

Responsibilities

• Direct, develop, motivate, hire and discipline department personnel; monitor performance during member calls.
• Create and achieve Service Level Agreements to respond to member inquiries timely.
• Prepare monthly KPI reports detailing call volumes and overall performance.
• Meet one on one with your team regularly for coaching and development.
• Promote a positive culture and strong interdepartmental relationships.
• Ensure your team is adequately trained to deliver premier member service.

Skills

Call center management

Banking experience

Leadership

Coaching

Education

Two-year college degree or equivalent

Job description

Arizona Central Credit Union is seeking a call center leader to build long-term member relationships and oversee operations across remote delivery channels. You will direct, coach and grow a high-performing team while aligning with organizational service and growth plans.

The role focuses on delivering timely, courteous member service and achieving service level targets. The position requires 5–8 years in call center management within banking, plus a two-year degree or equivalent.