Contact Center Manager

True North Federal Credit Union; Anchorage (AK); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health Insurance

401k with Employer Match

Tuition Reimbursement

Employee Assistance Program

Generous PTO

Job summary

True North FCU in Anchorage is seeking a Contact Center Manager to lead daily operations, drive service excellence, and guide department strategy under AVP of Operations. You will oversee metrics, staff training, and compliance while fostering strong internal and external relationships within Alaska's statewide member base.

The role requires 3–5 years in a related field, a 2-year degree or equivalent certifications, and strong communication skills.

Qualifications

• Excellent communication and organizational skills are required.
• Three to five years of similar or related experience; call center experience preferred.
• Ability to foster sound relationships with other entities and motivate and influence your team.

Responsibilities

• Develop and monitor CC metrics and perform report analytics to ensure high-quality service across channels.
• Hire, train and direct the CC team in collaboration with CC Supervisor.
• Monitor department activities for compliance with policies and regulations.

Skills

Communication skills

Leadership

Organizational skills

Relationship building

Education

Two year college degree

Certification or licensing

Vendor training courses

Apprenticeship program

Job description

At True North, our True Crew’s dedication drives our vision of becoming Alaska’s Most Loved Credit Union. If you’re looking for more than a job, you’re in the right place. Join us and discover your next adventure!

Based in Juneau and Anchorage, we proudly serve Alaskans statewide. We can’t wait to welcome new True Crew members like you!

Our True Crew embodies True North’s mission to improve the economic well-being of the members, employees, and communities it serves. The results from our 2025 data clearly demonstrate the positive impact we are making.

The True Crew volunteered an impressive 316 hours, making a meaningful difference in our community.

Empowering Financial Futures Through Education
113 members actively participated
901 practical exercises completed
612 articles read

Together, we contributed $52,408.90 to strengthen and support Alaskan communities, inspiring positive change across the state.

Since 2019, True North has awarded $85,000 in scholarships to Alaskan high school seniors pursuing college, university, and technical training.

Position:

Contact Center Manager

Location:

341 W Tudor, Anchorage, AK

Job Id:

620

# of Openings:

1

CONTACT CENTER MANAGER

Location

Anchorage

Who we are:

True North FCU is a member-owned, full-service credit union, and our mission is to provide quality financial solutions for our members. We are headquartered in Juneau with a branch in Anchorage, serving members across the state of Alaska.

What we need:

We are seeking for an innovative and motivated leader who can not only maintain a cohesive team to meet daily operations, but continuously evaluate the efficiency of the department and promote a service culture among Contact Center staff.

Position Overview:

As the Contact Center Manager, you will work under the general direction of the AVP of Operations and alongside the CC Supervisor to ensure effective and efficient operations, quality member service and guide the performance outcomes and strategic direction of the department.

Additional responsibilities:

• Develop and monitor CC metrics and perform report analytics, evaluating department performance ensuring high-quality service across all communication channels.
• In collaboration with the CC Supervisor, hire, train and direct the team.
• Monitor department activities for compliance with established policies and regulations.

What you’ll need:

• Three to five years of similar or related experience; call center experience preferred.
• A (1) 2 year college degree or (2) completion of a specialized certification or licensing or (3) completion of a specialized training courses conducted by vendors, or (4) job‑specific skills acquired through an apprenticeship program.
• Excellent communication and organizational skills.
• Ability to foster sound relationships with other entities and motivate and influence your team

True North Federal Credit Union is a member-owned full-service financial institution offering a full benefit package including medical/dental/vision, retirement and paid time off. Pay DOE.

True North FCU is an Equal Opportunity Employer.

E-Verify Statement:

True North FCU participates in E-Verify and will provide the federal government with your form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, True North FCU is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before True North FCU can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer an completed the Form I-9. For more information on E-Verify, or if you believe that True North FCU has violated its E-Verify responsibilities, please contact DHS at 888-897-7781 or dhs.gov/e-verify.

Tax forms are now available upon request.

To request your forms, please contact Human Resources using one of the following methods:

Email: [e-mail]
Phone: [phone]
Mail: True North FCU
Attn: Human Resources
2777 Postal Way
Juneau, AK 99801

True Crew benefits include:

• Health Insurance
• Vision Insurance
• 401k with Employer Match, Vested after 2 Years
• Tuition Reimbursement
• Employee Assistance Program
• Generous Paid Time Off (PTO) Bank
• Paid Jury Duty
• Paid Bereavement
• Flexible Spending Account

E-Verify Statement:

True North FCU participates in E-Verify and will provide the federal government with your form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, True North FCU is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before True North FCU can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer an completed the Form I-9. For more information on E-Verify, or if you believe that True North FCU has violated its E-Verify responsibilities, please contact DHS at 888-897-7781 or dhs.gov/e-verify.