Contact Center Manager - Leadership in Service & Analytics

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

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.