Contact Center Manager - People-First Leader

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

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.