Call Center Manager

Arizona Central Credit Union; Phoenix (AZ); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Arizona Central Credit Union in Phoenix is seeking an experienced call center leader to build long-term member relationships and direct operations of the call center, ensuring timely, courteous, and accurate service across remote channels.

You will manage and develop staff, set service levels, review KPI reports, coach leaders, and align departmental goals with the credit union's growth objectives. This role offers a hybrid work arrangement after a 90-day ramp and weekend flexibility.

Qualifications

• Five to eight years of call center management and banking experience.

Responsibilities

• Direct, develop, motivate, hire and discipline department personnel and monitor performance during calls.
• Create and achieve service level agreements and monthly KPI and call-volume reports.
• Provide coaching and development in one-on-one sessions with team leaders.
• Promote a positive culture and cross-department collaboration to meet goals.
• Ensure timely, courteous and accurate member service across remote channels.

Skills

Call center management

Banking experience

Education

Two-year college degree

Job description

Arizona Central Credit UnionRanked #2 in Top 10 Credit Unions in AZ for 2026

"Ranking Arizona: Top 10 credit unions for 2026"AZBIGMEDIA

Join one of Arizona's leading credit unions, where our mission is to make a positive impact on the lives of our employees, members and communities.We strive to follow our Core Values every day. From providing outstanding member service to working to better the surrounding communities – our teams practice integrity, respect, diligence, ownership, and candor in everything they do.

Role:

A key component of this service delivery is to build long-term member relationships by identifying the members’ needs and offering them a solution that will result in increased engagement with the credit union. In addition, the position directs the operations of a call center, ensuring the department supports organizational, financial, operational, service and growth plans. Ensures members and potential members receive timely, courteous and accurate service during every interaction; supports all remote delivery channels.

Summary of Responsibilities:

• Direct, develop, motivate, hire and discipline department personnel; and recommend appropriate personnel actions. Monitor and record the performance of department personnel during phone calls with members and provide feedback to ensure member service and sales goals are consistently met.
• Create and achieve Service Level Agreements to respond to member inquiries timely. Prepare monthly statistical reports detailing credit union wide call volumes.
• Monthly KPI report sent to AVP of Member Experience and SVP of Operations/COO.
• Meet one on one with your team a minimum of monthly/bi-weekly for coaching and development.
• Have one-on-one conversations with your leadership team on a regular basis.
• Support your team’s new ideas and be their advocate.
• Support organizational objectives and adapt them to your department. Organizational strategies need to be deployed consistently and should be adaptable to a department’s individual needs.
• Ensure your team is adequately trained, enabling them to deliver a premier service to our members.
• Eliminate/voice your department’s pain points bringing them to the attention of the AVP of Member Experience. Look at issues with solutions in mind and what your team can do to improve the situation.
• Promote a positive culture within the department, foster strong interdepartmental relationships, and maintain a high performing team environment.

Schedule:

• Monday - Friday 8:45 am - 5:45 pm
• Occasional weekends
• Remote work is available after 90 days (Hybrid).

Skills & Requirements:

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