Contact Center Manager

ProFed Credit Union; Fort Wayne (IN); On-site; USD 65,000 - 75,000; Full time

Job summary

ProFed Credit Union in Fort Wayne, IN, seeks a supervisor to oversee Contact Center operations, staff training, and escalation handling. You will manage VTM balance, cash orders, and scheduling while ensuring high member satisfaction and efficient service delivery.

The role includes vendor coordination, advanced troubleshooting, and KPI analysis to optimize performance. Strong supervisory experience and knowledge of credit union procedures are essential.

Qualifications

• Supervisory experience with staff scheduling and coaching.
• Extensive knowledge of credit union products, services, and procedures.
• Strong analytical and trouble-shooting abilities.
• Ability to manage multiple tasks and deadlines while maintaining morale.

Responsibilities

• Provide supervision, team training, and guidance to Contact Center operations and staff.
• Monitor and balance VTM machines and place QSI tickets as required.
• Prepare and place cash orders and supply orders.
• Coordinate Contact Center staff scheduling and coverage.
• Ensure effective Contact Center operations and communicate details to AVP/Contact Center.
• Provide advanced trouble-shooting and assist with escalated member inquiries and resolution.
• Maintain reports/stats, audit chat/transcripts, and analyze KPIs.
• Vendor management for Contact Center.
• Lead or assist with staff meetings and training sessions.
• Assist member calls, VTM transactions, and interactive services as needed.
• Additional duties as assigned.

Skills

Supervisory experience

Call center operations

Team training

Vendor management

KPI analysis

Cash handling knowledge

Job description

Description

POSITION SUMMARY

Primarily responsible for assisting in the effective supervision, team training, and guidance of Contact Center operations, including all Call Center and VTM staff, member services, functions, and support. Primary contact for escalated member inquiries and resolution issues. This individual will ensure high member satisfaction and enhanced member experience through efficient, effective service delivery. Additionally responsible for Contact Center vendor management, staff scheduling, monitoring and troubleshooting, and credit union cash ordering responsibilities.

QUALIFICATIONS

Requires strong organizational skills with the ability to manage multiple tasks, deadlines, and staff efficiently. Extensive knowledge of credit union products, services, and operational procedures is essential. Must have supervisory experience, strong analytical skills, and the ability to analyze financial information. The ability to display sound judgment in decision-making and recommendations is required. Must possess an attitude that promotes enthusiasm and staff morale. This person must project a positive, professional image and have the capacity to foster an atmosphere of cooperation and teamwork. Must possess technical acumen, analytical and troubleshooting skills, and the ability and desire to easily embrace new technology. Versatility is essential for learning and seamlessly pivoting between different department duties as needed. The ability to prepare and complete detailed documentation and to perform mathematical computations is required.

PHYSICAL REQUIREMENTS

Clear and effective communication abilities required. Must be able to view a terminal screen and operate a computer keyboard. Must be able to sit and stand for prolonged periods.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide supervision, team training, and guidance to Contact Center operations and staff
• Monitor and balance VTM machines and place QSI tickets as required
• Prepare and place cash orders and supply orders
• Coordinate Contact Center staff scheduling and coverage
• Ensure effective Contact Center operations and communicate all necessary details to AVP/Contact Center
• Provide advanced trouble-shooting and assist with escalated member inquiries and resolution
• Assist in the maintenance of assigned reports and statistics, the auditing of Chat/Text performance and transcripts, and the analysis of KPI’s
• Vendor management for Contact Center
• Lead or assist with all staff meetings and training sessions
• Provide assistance with member calls, VTM transactions, and interactive services as needed
• Additional duties as assigned

ProFed is an EEO employer – M/F/Vets/Disabled