Call Center Manager

Texas Bay Credit Union; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Texas Bay Credit Union in Houston, TX seeks a Call Center Manager to oversee daily call center operations and drive member-centric service. You will lead staff, set goals, monitor queues, and manage escalations to improve satisfaction and efficiency.

The role emphasizes performance analysis, process improvements, and collaboration across departments while ensuring regulatory compliance and strong member experience.

Qualifications

• Customer service excellence and commitment to member experience.
• Proven contact center management with workforce planning and performance monitoring.
• Analytical ability to interpret KPIs and drive improvements.
• Strong team leadership, coaching, and cross-functional collaboration.
• Clear communication with members, staff, and partners.
• Experience in financial services or credit unions preferred, with knowledge of banking regulations.
• Proficiency with contact center technologies and CRM systems.
• Associate or bachelor’s degree in business/management or related field, or equivalent experience.

Responsibilities

• Oversee daily operations of the call center to ensure efficient, member-centric service.
• Lead staff, set performance goals, monitor queues and service levels, handle escalations.
• Analyze performance metrics, identify trends, and implement process improvements.
• Coordinate training, coaching, and collaboration with other departments.
• Ensure compliance with credit union policies and regulatory requirements.

Skills

Customer service

Call center management

Analytical skills

Team leadership

Communication skills

Financial services knowledge

CRM systems

Learning new software

Education

Associate or bachelor’s degree in business/management or related field

Tools

CRM systems

Contact center technologies

Job description

Company Description

Texas Bay Credit Union, founded in 1936, is dedicated to helping members achieve their financial goals and long-term stability. As a member-focused financial institution, Texas Bay offers clear, supportive guidance through every stage of the financial journey, from debt reduction to major purchases like homes and vehicles. The organization operates as a trusted financial partner, committed to transparency, reliability, and personalized service. Texas Bay is insured by the NCUA, offers Equal Housing Opportunity, and continues to expand services and resources that empower members to pursue their financial dreams.

Role Description

The Call Center Manager is a full-time, on-site role based in Houston, TX, responsible for overseeing daily operations of the contact center to ensure efficient, member-centric service. This role includes managing call center staff, setting performance goals, monitoring call queues and service levels, and handling escalated member inquiries. The Call Center Manager will analyze performance metrics, identify trends, and implement process improvements to enhance customer satisfaction and operational effectiveness. The role also involves coordinating training, coaching team members, collaborating with other departments, and ensuring compliance with credit union policies and regulatory requirements.

Qualifications

• Customer service and customer satisfaction skills, with a strong commitment to member experience and service quality.
• Contact center management experience, including workforce planning, performance monitoring, and process optimization.
• Analytical skills to interpret data, track KPIs, and drive data-informed decisions and improvements.
• Team management and leadership abilities, including coaching, mentoring, and fostering a collaborative environment.
• Clear, professional communication skills for interacting with members, team members, and cross-functional partners.
• Experience in financial services or credit unions is preferred, with knowledge of banking products and regulations.
• Proficiency with contact center technologies and CRM systems, and comfort with learning new software tools.
• Associate or bachelor’s degree in business, management, or a related field, or equivalent work experience.