Contact Center Manager

Harborstone Credit Union; Lakewood (WA); On-site; USD 82,000 - 123,000; Full time

Benefits offered by this job

401(k) with employer match

Medical, dental, and vision coverage

Paid time off and holidays

Professional development

Employee appreciation and recognition

Job summary

Harborstone Credit Union in Lakewood, WA is seeking a dynamic Contact Center Manager to lead daily operations, maintain service levels, and optimize staffing for strong performance. The role emphasizes a people-first culture and data-driven decision making.

You will coach, develop, and empower teammates, delivering empathetic service and accurate guidance to elevate member satisfaction and referrals across the team. Experience leading in a fast-paced environment is valued.

Qualifications

• Proven leadership experience in a contact center.
• Strong communication and customer service focus.
• Experience using data to drive decisions.

Responsibilities

• Lead daily Contact Center operations to maintain service levels and staffing.
• Coach, develop, and empower teammates through 1:1s and performance management.
• Drive member satisfaction by fostering empathetic service and strong referral performance.
• Inspire engagement with motivation strategies to boost team performance.

Skills

Leadership

Coaching

Data-driven decisions

Communication

People management

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Contact Center Manager

Branch/Support Mgmt Lakewood, Lakewood, WA, US

2 days ago Requisition ID: 1027

Salary Range: $81,872.71 To $122,809.07 Annually

Join Our Team at Harborstone Credit Union—Voted one of Washington’s Best Workplaces!

Are you a high-performing, fast-paced leader who thrives in a challenging, rewarding environment? Do you love building strong teams, raising performance standards, and leading with people-first values? If so, you may be the perfect fit to lead Harborstone’s Contact Center.

Why Harborstone?

Our culture is built on compassion, integrity, and genuine human connection. We embrace technology, but we never lose sight of what matters most—people. Here, you'll work alongside a supportive team that values collaboration, celebrates achievements, and invests in your personal and professional growth.

• 401(k) with employer match
• Medical, dental, and vision coverage
• Employer contribution toward dependent medical premiums
• Generous paid time off and holidays
• Professional development and career growth opportunities
• Employee appreciation and recognition programs
• Discounted employee financial products
• A mission-driven culture focused on helping members and communities thrive
• A collaborative, supportive culture that values work-life balance and employee well-being

The base salary for this role ranges from $81,872.71 - $122,809.07.Where a candidate is placed in the range is based on experience and qualifications and will likely not exceed mid-point to allow for internal equity, development and future increases.

What You’ll Do:

• Lead daily Contact Center operations to maintain strong service levels, stable call flow, optimized staffing, and operational consistency.
• Coach, develop, and empower teammates through 1:1s, feedback, skill-building, performance management, and recognition.
• Drive financial empowerment and member satisfaction by fostering empathetic service, accurate guidance, and strong referral and sales performance.
• Inspire engagement and performance by creating fun, meaningful contests, incentives, and team motivation strategies.

Elevate the member experience by ensuring empathetic service, accurate financial guidance, and consistent achievement of referral, activation, and satisfaction goals.

What Makes You a Great Fit:

We're looking for a leader who combines operational excellence with a genuine passion for people.

You Are:

• A people-first coach who inspires confidence, accountability, and growth.
• A results-driven leader who thrives in a fast-moving environment and knows how to balance service excellence with performance goals.
• A strategic thinker who uses data and insights to drive decisions, improve efficiency, and enhance member experiences.
• An effective communicator who builds trust, develops talent, and fosters strong team engagement.
• A proactive problem solver who embraces challenges and turns them into opportunities for success.

Ready to Lead the Best?

Join Harborstone Credit Union and help us continue creating exceptional experiences for our members, teammates, and community.