Customer Experience Call Center Manager - Houston

Texas Bay Credit Union; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Texas Bay Credit Union in Houston, TX seeks a Call Center Manager to oversee daily call center operations and drive member-centric service. You will lead staff, set goals, monitor queues, and manage escalations to improve satisfaction and efficiency.

The role emphasizes performance analysis, process improvements, and collaboration across departments while ensuring regulatory compliance and strong member experience.

Qualifications

• Customer service excellence and commitment to member experience.
• Proven contact center management with workforce planning and performance monitoring.
• Analytical ability to interpret KPIs and drive improvements.
• Strong team leadership, coaching, and cross-functional collaboration.
• Clear communication with members, staff, and partners.
• Experience in financial services or credit unions preferred, with knowledge of banking regulations.
• Proficiency with contact center technologies and CRM systems.
• Associate or bachelor’s degree in business/management or related field, or equivalent experience.

Responsibilities

• Oversee daily operations of the call center to ensure efficient, member-centric service.
• Lead staff, set performance goals, monitor queues and service levels, handle escalations.
• Analyze performance metrics, identify trends, and implement process improvements.
• Coordinate training, coaching, and collaboration with other departments.
• Ensure compliance with credit union policies and regulatory requirements.

Skills

Customer service

Call center management

Analytical skills

Team leadership

Communication skills

Financial services knowledge

CRM systems

Learning new software

Education

Associate or bachelor’s degree in business/management or related field

Tools

CRM systems

Contact center technologies

Job description

Texas Bay Credit Union in Houston, TX seeks a Call Center Manager to oversee daily call center operations and drive member-centric service. You will lead staff, set goals, monitor queues, and manage escalations to improve satisfaction and efficiency.

The role emphasizes performance analysis, process improvements, and collaboration across departments while ensuring regulatory compliance and strong member experience.