Call Center Manager: Lead Service Excellence & Ops

Secunm; Albuquerque (NM); On-site; USD 63,000 - 79,000; Full time

Job summary

State Employees Credit Union is seeking a Call Center Manager to lead all call center operations and staff development. You will set service and productivity expectations, monitor performance, and ensure a high-quality member experience across shifts.

The role requires a Bachelor’s degree in Business Administration or related field and 5+ years in call center operations with 2+ years in supervision. On-site work with emphasis on compliance and staff leadership.

Qualifications

• Bachelor's degree in Business Administration or related field.
• 5+ years of progressively responsible experience in call center operations, financial services, retail banking, or a related member/customer service environment.
• 2+ years of direct supervisory or management experience.

Responsibilities

• Lead and manage Call Center operations, establishing expectations for service quality, productivity, responsiveness, and member experience.
• Supervise, coach, develop, and evaluate Call Center employees, including hiring, onboarding, training, performance management, recognition, and corrective action.
• Establish and monitor departmental performance measures, including service levels, call volumes, abandonment rates, transfers, quality results, productivity, and member satisfaction.
• Analyze department performance, workflow, staffing, and employee results; identify trends and implement corrective or improvement actions.
• Manage staffing levels, schedules, workload distribution, and resource allocation to support service expectations and operational continuity.
• Oversee call monitoring, quality assurance, coaching, and employee development programs.

Skills

Call Center operations

Leadership

Staff development

Workforce management

Analytical skills

Regulatory compliance

Microsoft Office

Communication skills

Problem solving

Education

Bachelor's degree in Business Administration

Tools

Microsoft Office

Job description

State Employees Credit Union is seeking a Call Center Manager to lead all call center operations and staff development. You will set service and productivity expectations, monitor performance, and ensure a high-quality member experience across shifts.

The role requires a Bachelor’s degree in Business Administration or related field and 5+ years in call center operations with 2+ years in supervision. On-site work with emphasis on compliance and staff leadership.