Contact Center Manager

Central Willamette Credit Union; Albany (OR); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Three weeks vacation first year

Four weeks after second year

10 paid holidays annually

Medical, dental, and vision insurance

Semi-annual incentive up to 3.5% of年度薪

CWCU 401(k) employer match

Job summary

Central Willamette Credit Union seeks a strategic, hands-on Contact Center Manager to lead a high-performing team across phone and digital channels. This role partners with the CXO Leadership Team to evolve the contact center strategy, operations, and member experience.

The manager will supervise Supervisors and frontline staff, ensuring service levels, quality, and efficiency while handling peak volumes and shifts as needed.

Qualifications

• Bachelor's degree in Business Administration or related field required.
• 3-5 years of progressive contact center experience preferred.
• Strong leadership, coaching, and performance-management skills.

Responsibilities

• Lead strategy, performance, and execution of the Contact Center initiatives.
• Develop and coach supervisors and team members to deliver exceptional member service.
• Monitor KPIs and drive improvements in service levels, quality, and efficiency.

Skills

Leadership

Communication

Data analysis

Vendor management

Operations management

Education

Bachelor's degree in Business Administration

Job description

Build Better ExperiencesOne Member Interaction at a Time At Central Willamette Credit Union, our valuesRespect, Integrity, Ethics, Compassion, and Humorshape how we serve our members, support one another, and strengthen our communities.

Our mission is simple: to build stronger communities by making life easier for those we serve.

We are seeking a strategic, hands-on Contact Center Manager to lead a high-performing team and elevate the member experience across phone and digital channels.

This is an opportunity for a collaborative leader who enjoys developing people, improving processes, using data to guide decisions, and stepping into the work alongside their team.

Must be within commuting distance of Albany Oregon.

The Contact Center Manager is a key member of the CXO Leadership Team and is responsible for leading the strategy, daily operations, performance, and continued evolution of the Credit Unions Contact Center.

This role ensures the Contact Center delivers exceptional member service through phone and digital channels, including secure chat, text, and email.

The manager will lead operational improvements, support adoption of new technology, monitor service and quality performance, and partner with leaders across the Credit Union to advance organizational priorities.

This is a working manager role with direct supervisory responsibility for Contact Center Supervisors and Contact Center team members.

The Contact Center Manager must be available to provide direct member-contact coverage as needed to support service levels, peak volumes, staffing gaps, meetings, training, and operational disruptions.

Benefits and Perks

• Three weeks of vacation during your first year and four weeks beginning in your second year
• 10 paid holidays annually
• Five paid sick days annually
• Medical, dental, and vision insurance effective the first of the month following your hire date
• Eligible for a semi-annual incentive of up to 3.5% (7.5% yearly) of your annual salary based upon the achievement of our strategic organizational goals.
• Eligibility to participate in the CWCU 401(k) Plan, including a generous employer match: CWCU matches your contributions dollar-for-dollar on the first 3% of eligible compensation you contribute, plus 50% on the next 2%.

What Youll Do Lead Strategy, Performance, and Execution

• 15% Partner with the Chief Experience Officer to develop and execute the Contact Center business plan. Lead initiatives that improve member experience, operational efficiency, service delivery, member retention, and organizational results. Understand departmental performance metrics and use them to connect team performance with member outcomes and operational goals. Collaborate with leaders across the Credit Union to ensure Contact Center initiatives align with broader organizational priorities. Make thoughtful, timely decisions using available data, experience, and input from appropriate stakeholders. Stay current on financial-services trends, contact center technology, digital engagement, automation, and omnichannel service delivery. Model continuous learning, self-awareness, accountability, and a willingness to seek and apply feedback. Represent and model CWCUs core values in every interactionwith members, team members, vendors, and community partners. Build, Lead, and Develop a High-Performing Team
• 35% Create a culture of accountability, collaboration, recognition, growth, and exceptional member service. Set clear expectations so supervisors and team members understand their responsibilities, performance standards, and connection to department and Credit Union goals. Lead recruitment, onboarding, training, coaching, and succession planning for the Contact Center. Ensure team members are properly trained and assessed before independently serving members. Provide timely, specific, and actionable feedback recognizing strong performance and addressing performance concerns directly and respectfully. Coach supervisors and team members using quality observations, performance data, member feedback, and individual development plans. Support engagement, retention, productivity, and professional growth across the team. Make sound performance-management decisions that uphold expectations while treating every team member with fairness, dignity, and respect. Encourage open communication, diverse perspectives, new ideas, and continuous improvement.
• 30% Own the member experience delivered through phone and digital service channels. Monitor and improve Contact Center performance, including service levels, response times, abandon rates, quality, member satisfaction, and operational efficiency. Track, analyze, and report key performance indicators such as NPS, OSAT, MES, quality results, productivity measures, and member insights. Use data and team feedback to identify trends, remove barriers, and implement practical improvements. Ensure supervisors complete quality-control audits and coaching observations consistently. Lead process-improvement, automation, technology-adoption, and workflow-optimization efforts. Partner with vendors to improve system performance, resolve service issues, and hold third parties accountable for agreed-upon expectations. Manage escalated member concerns professionally, ensuring timely resolution, appropriate follow-up, and identification of root causes. Manage the department budget and direct staffing, time, and resources toward the highest-impact priorities.
• 20% Personally handle inbound and outbound member contacts through phone, secure chat, text, and email every business day. Work in the queue as scheduled and provide direct coverage during peak volume, staffing shortages, absences, meetings, training, and system disruptions. Monitor real-time queue performance, service levels, wait times, and abandon rates, and respond as needed to maintain member-service standards. Meet the same quality, accuracy, compliance, and member-experience standards expected of Contact Center team members. Maintain hands‑on proficiency with Contact Center and member‑facing systems, including telephony, chat, text, digital banking, and core processing systems. Perform the full range of member service and account‑request functions handled by the Contact Center, escalating only when specialized expertise or approval authority is required. Use firsthand member and team experience to provide credible coaching, identify improvement opportunities, and troubleshoot issues in real time.

What Youll Bring

Proven ability to execute business plans, achieve measurable results, and improve the member experience. Demonstrated success leading and developing high-performing teams. Strong experience with performance management, coaching, leadership development, change management, problem solving, and team motivation. Experience leading remote and/or multifunctional teams and achieving results through direct leadership and influence. Strong written, verbal, and interpersonal communication skills. Ability to navigate high-stakes member escalations, sensitive team conversations, and vendor‑management situations with professionalism and sound judgment. Proficiency with Contact Center technology, digital-service channels, reporting tools, and performance-management systems. Intermediate data-analysis skills, including the ability to translate insights into clear action plans. Strong understanding of the relationship between service delivery, member experience, operational performance, and sales/referral opportunities in a credit union or financial‑services environment. Demonstrated ability to build productive vendor relationships and provide clear, constructive performance feedback. Ability to manage competing priorities in a fast‑paced environment. A collaborative, accountable leadership style and a willingness to be a visible, hands‑on member of the team.

Education and Experience

Bachelors degree in Business Administration, Business Management, Communications, Technology, or a related field; equivalent relevant work experience may be considered. Three to five years of progressive contact center experience, with a strong focus on operational efficiency, service delivery, and performance management. At least three years of direct supervisory experience leading and developing contact center teams. Experience with omnichannel delivery, journey mapping, digital member experience, and contact‑center analytics is preferred. Credit union or financial‑services experience is preferred.

Work Environment and Physical Requirements

Full‑time hours are required, with additional hours as needed to accomplish objectives, goals, and projects. This role requires prolonged periods of sitting or standing and regular use of a computer, phone, video conferencing, and other office technology. Must have sufficient vision, with or without correction, to perform essential job functions. This position offers remote‑work flexibility after in office training but must be within commuting distance of Albany Oregon; occasional travel is required for on‑site meetings, leadership events, and community‑engagement activities. Team members working remotely are expected to maintain a professional, productive, and secure workspace.