Contact Center Operations Lead

CASE Credit Union; Lansing (MI); On-site; USD 60,000 - 75,000; Full time

Job summary

A financial service provider in Lansing, MI is seeking an experienced Contact Center Manager to oversee daily operations and ensure exceptional member service. Responsibilities include supervising staff, improving member experience, managing contact center performance, and developing training programs. Candidates should have supervisory experience and knowledge of financial institution services, along with strong leadership and communication skills. This position offers opportunities for professional growth in a supportive environment.

Qualifications

• Two years or more of experience in a supervisory role, including operations, community involvement, and business development.
• Understanding of Credit Union philosophy and financial institution services.
• Strong interpersonal and leadership skills.

Responsibilities

• Oversee Contact Center operations and ensure service goals are met.
• Develop training strategies for employee development.
• Resolve documentation errors on complex member problems.

Skills

Interpersonal skills

Leadership

Supervisory skills

Project Management

Problem solving

Analytical skills

Education

High school graduate or equivalent

Pursuing business related or management coursework

Job description

A financial service provider in Lansing, MI is seeking an experienced Contact Center Manager to oversee daily operations and ensure exceptional member service. Responsibilities include supervising staff, improving member experience, managing contact center performance, and developing training programs. Candidates should have supervisory experience and knowledge of financial institution services, along with strong leadership and communication skills. This position offers opportunities for professional growth in a supportive environment.