Call Center Manager — Lead Member Experience (Hybrid Remote)

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 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.