Call Center Manager: Member Experience & Operations

Abbott Laboratories Employees Credit Union; Gurnee (IL); On-site; USD 63,443 - 105,738; Full time

Job summary

Abbott Laboratories Employees Credit Union is seeking a Call Center Manager to lead the call center with a focus on service quality, accountability, and continuous improvement. The role partners with the VP of Virtual Services to enhance member satisfaction, operational performance, and staff development.

You will drive staffing, performance metrics, and cross-department collaboration while ensuring adherence to credit union standards and regulations.

Qualifications

• Education requirements: High School Diploma or GED (required).
• Preferred: Bachelor's degree in Business Administration or related field.

Responsibilities

• Provide leadership, coaching, and development for call center staff.
• Own departmental service, quality, productivity, and sales metrics; drive continuous improvement.
• Partner with VP of Virtual Services on budgeting, planning, and process improvement.
• Manage staffing, scheduling, and workforce management to meet member expectations.
• Maintain vendor relationships and monitor service levels to support goals.
• Ensure compliance with regulations and credit union standards.
• Oversee call center policies, training resources, and monthly reporting.
• Handle escalated member inquiries and complaints.

Education

High School Diploma or GED

Bachelor's degree in Business Administration or related field

Job description

Abbott Laboratories Employees Credit Union is seeking a Call Center Manager to lead the call center with a focus on service quality, accountability, and continuous improvement. The role partners with the VP of Virtual Services to enhance member satisfaction, operational performance, and staff development.

You will drive staffing, performance metrics, and cross-department collaboration while ensuring adherence to credit union standards and regulations.