Hybrid Contact Center Manager — People & Performance Leader

First Tech Federal Credit Union; Chelmsford (MA); Hybrid; USD 44,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) matching

Paid time off and sick time

Paid holidays

Lending product pricing (employee)

Job summary

First Tech Federal Credit Union in Chelmsford, MA is seeking an experienced supervisor to lead Information Center staff, coach team members, and drive service excellence. You will coach Performance Leads and Senior Specialists, develop talent, and coordinate training to meet performance goals.

In this hybrid role, you’ll manage up to 19 direct reports, oversee daily operations, and contribute to lending goals while ensuring quality service and strong teamwork.

Qualifications

• High School diploma or equivalent required.
• Previous contact center supervisor or management experience preferred.
• Strong verbal and written communication skills essential.

Responsibilities

• Coach staff and lead by example to meet service goals.
• Evaluate performance and provide timely feedback and reviews.
• Coordinate training and process improvements with other departments.

Skills

Coaching

Verbal communication

Written communication

Analytical skills

Leadership

Education

High School diploma or equivalent

Tools

MS Office

Contact center systems

Job description

First Tech Federal Credit Union in Chelmsford, MA is seeking an experienced supervisor to lead Information Center staff, coach team members, and drive service excellence. You will coach Performance Leads and Senior Specialists, develop talent, and coordinate training to meet performance goals.

In this hybrid role, you’ll manage up to 19 direct reports, oversee daily operations, and contribute to lending goals while ensuring quality service and strong teamwork.