Contact Center Operations Leader - Data-Driven Coach

Travis Credit Union; Vacaville (CA); On-site; USD 76,000 - 94,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Mental health programs

Employee incentive plan

Merit-based salary increases

401(k) with employer match

Holiday & vacation

Job summary

Travis Credit Union in Vacaville seeks a dynamic Contact Center Manager to lead a 15–18 member team, coach for performance, and align daily operations with service standards. This on-site role emphasizes data-driven decision making and cross-functional collaboration to deliver exceptional member experiences.

You will guide workforce planning, monitor KPIs (SLA, AHT, FCR), and develop leaders while adhering to regulatory requirements.

Qualifications

• BA/BS in business or related field, or equivalent related work experience.
• Minimum 3 years in supervisory or leadership role.
• Minimum 5 years of contact center experience.
• Bilingual proficiency in English and Spanish is preferred, but not required.

Responsibilities

• Leads, trains, evaluates, coaches, and motivates staff to attain department goals.
• Oversees daily and strategic operations of the contact center, ensuring alignment to performance goals and member experience standards.
• Drives a culture of high performance, accountability, and continuous improvement in a high-volume setting.
• Leads workforce optimization, operating model design, and scalability planning.
• Uses data and feedback to identify trends, root causes, and implement targeted action plans.

Skills

Leadership

Analytics

KPIs

Coaching

Communication

Multi-channel

Strategic thinking

Risk awareness

Collaboration

Education

BA/BS in business or related field

Job description

Travis Credit Union in Vacaville seeks a dynamic Contact Center Manager to lead a 15–18 member team, coach for performance, and align daily operations with service standards. This on-site role emphasizes data-driven decision making and cross-functional collaboration to deliver exceptional member experiences.

You will guide workforce planning, monitor KPIs (SLA, AHT, FCR), and develop leaders while adhering to regulatory requirements.