CO Sr Contact Center Manager

Meritrust Credit Union; Broomfield (CO); On-site; USD 70,000 - 100,000; Full time

Job summary

Meritrust Credit Union in Colorado is seeking a Contact Center Manager to lead daily operations, guiding staff to deliver outstanding member service and address inquiries and transactions efficiently. You will oversee the staff and member experience, coordinating workflow and ensuring compliance with regulatory standards.

The role requires strong leadership, expertise with CRM and call routing, and the ability to analyze performance metrics to drive improvements.

Qualifications

• High school diploma required; further education preferred.
• Minimum 5 years in a contact center, with at least 2 in supervision.
• Strong understanding of credit union products, services, and regulatory requirements.

Responsibilities

• Oversee supervision, development and accountability of direct reports.
• Coach teams to deliver outstanding member service and meet performance targets.
• Monitor calls and QA; provide timely feedback and reports for improvements.
• Analyze metrics to drive efficiency and member satisfaction.
• Handle escalated member issues to ensure service excellence.
• Lead routine huddles and training programs; collaborate with partners.

Skills

CRM familiarity

Call routing

Performance metrics

Leadership

Education

High School diploma

Tools

CRM systems

Call management software

Data analysis

Job description

The primary responsibility of this role is to ensure the delivery of outstanding service to our members by identifying their needs and offering suitable credit union products, services and solutions. The Contact Center Manager will lead daily operations, ensuring efficient and effective handling of member inquiries and transactions. This position will oversee the staff and member experience in the Kansas market.ESSENTIAL FUNCTIONSOversee the supervision, development, training, evaluation, and accountability of direct reports to ensure a high-performing team.Cultivate positive working relationships with business partners, Meritrust branch staff, and department personnel.Recommend changes in workflow or processes to enhance service delivery to members.Maintain effective communication with direct manager through regular updates and reports.Track and analyze direct reports' performance trends, developing action plans to support their professional growth and performance improvement.Models the established service process and coaches direct reports to meet and exceed performance expectations.Monitors calls, motivates employee, holds self and team accountable to established standards and goals.Recognizes and celebrates significant team and individual accomplishments.Adapts readily to change and efficiently directs workflow throughout the day.Initiates routine huddles and team meetings to foster collaboration and communication.Takes initiative in identifying problems and solutions, enhancing the quality of service.Provides timely feedback, including reports and analysis, to support continuous improvement.Handles escalated issues as necessary to ensure member satisfaction.Completes annual Meritrust education and development programs, as well as applicable internal management training programs.Other duties as assigned.EDUCATION/CERTIFICATIONHigh School diploma required, continued education in a post-secondary institution in a related field preferred.REQUIRED KNOWLEDGEStrong understanding of credit union products, services, and regulatory requirements is essential.Knowledge of best practices in customer service, including effective communication techniques, conflict resolution, and member engagement strategies.Familiarity with contact center operations, including call handling procedures, performance metrics, and quality assurance processes.Understanding of relevant regulatory requirements and compliance standards that govern credit union operations, such as the Bank Secrecy Act (BSA) and Anti-Money Laundering (AML) regulations.Proficiency with contact center technologies and tools, such as customer relationship management (CRM) systems, call routing software, and performance monitoring tools.Knowledge of leadership principles and management techniques, including team building, coaching, and performance evaluation.EXPERIENCE REQUIREDA minimum of 5 years of experience in a contact center environment, with at least 2 years in a supervisory or managerial role.HARD/TECHNICAL SKILLS/ABILITIESProficiency in using CRM systems to manage member interactions, track inquiries, and maintain detailed records.Expertise in using call management software to handle incoming and outgoing calls efficiently, including call routing and queue management.Ability to analyze performance metrics and data to identify trends, measure efficiency, and make informed decisions to improve operations.Skills in diagnosing and resolving technical issues related to contact center systems and software.WORKING CONDITIONSStandard office conditionsMay require long periods of standingAbility to lift 20 pounds in limited situationsLong periods of computer and member interactionsThis description has been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Essential functions, requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.The Credit Union believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.