Hybrid Member Experience Center Manager

University of Virginia Community Credit Union; Charlottesville (VA); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health, Dental, Vision

401(k) contribution

Life Insurance

Paid Time Off

Holidays

Family Forming Leave

Volunteer Time Off

Job summary

University of Virginia Community Credit Union is seeking a results-driven Member Service Center Manager to lead our Charlottesville call-center operations. You will ensure staffing, service levels, and a seamless member experience while driving performance and continuous improvement.

The role requires 3–5 years of leadership in a contact center, a related degree, and strong coaching, analytical, and communication skills.

Qualifications

• Three to five years of progressively responsible leadership experience in a contact center, financial institution, customer service operation, or member service environment.
• Bachelor's degree in Business, Finance, Communications, or related field, or an equivalent combination of education and experience.
• Strong leadership, communication, coaching, organizational, analytical, and problem-solving skills.
• Experience leading teams, managing employee performance, coaching staff, and achieving operational goals.
• Experience with workforce planning, scheduling, staffing analysis, and contact center performance management.
• Ability to analyze operational data and performance trends and translate findings into effective staffing and service strategies.
• Experience with workforce management practices and contact center reporting preferred.

Responsibilities

• Leads the daily operation of the Member Service Center, ensuring appropriate staffing, service levels, and member access throughout operating hours.
• Oversees workforce planning, scheduling, attendance management, and staffing strategies to meet service expectations and business needs.
• Provides leadership, coaching, development, and performance management for supervisors and Member Service Center team members.
• Monitors operational and service metrics, including call volume, wait times, service levels, productivity, and member experience trends.
• Analyzes performance data and develops action plans to improve service quality, efficiency, and operational results.
• Serves as a leadership resource for escalated member concerns, ensuring timely resolution and a positive member experience.
• Partners with other departments to support operational excellence and service initiatives.
• Communicates priorities, process changes, and initiatives to team members and supervisors.
• Identifies opportunities for process improvement and workforce optimization.
• Keeps leadership informed of trends, staffing needs, and opportunities for improvement.

Skills

Leadership

Communication

Coaching

Analytical thinking

Problem solving

Workforce planning

Education

Bachelor's degree in Business, Finance, Communications or related field

Tools

Five9

Job description

University of Virginia Community Credit Union is seeking a results-driven Member Service Center Manager to lead our Charlottesville call-center operations. You will ensure staffing, service levels, and a seamless member experience while driving performance and continuous improvement.

The role requires 3–5 years of leadership in a contact center, a related degree, and strong coaching, analytical, and communication skills.