Manager - Contact Center Operations (Email/Chat/Digital Team)

Golden 1; Sacramento, Northern (CA, KY); Hybrid; USD 103,000 - 105,000; Full time

Job summary

Golden 1 Credit Union seeks a Manager for the Contact Center Operations (Email/Chat/Digital Team) to lead the Member Service Contact Center, drive service excellence, and ensure regulatory compliance. The role reports to the Director of the Member Service Contact Center and oversees HR processes, coaching, and performance metrics.

You will manage a large, multi-functional team, implement process improvements, partner with cross-functional teams, and contribute to a high-performing culture

Qualifications

• Bachelor's Degree in related field or equivalent work experience.
• 7+ years progressively responsible contact center or production management in a service environment.
• 3+ years additional experience in leading a contact center or retail team in a production environment.

Responsibilities

• Coach and develop direct reports to achieve team service and member satisfaction goals.
• Directly manage all HR processes for direct reports including appraisals, disciplinary actions, development plans, and training.
• Maintain compliance with state and federal laws related to contact center and credit union compliance.
• Foster a positive work environment and promote skill development, coaching for improvement, and growth.
• Develop and implement action plans to improve production, service, and member satisfaction.
• Research, analyze, identify alternatives, and recommend improvements for operational efficiency.
• Report results of operations to VP and Senior Management.
• Ensure employees complete training curricula and serve as escalation point for problems.

Skills

Strategic leadership

People management

Coaching & development

Regulatory compliance

Education

Bachelor's Degree or equivalent

Job description

Job Title: Manager - Contact Center Operations (Email/Chat/Digital Team)

Status: Exempt

Reports to: Director - Member Service Contact Center

Department: Member Service Contact Center

Job Code: 6316

Pay Range: $103,100.00 - $105,000.00 Annually

WHO WE ARE:

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of "people helping people." We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE:

You are a strategic and people-focused Contact Center leader with a proven ability to drive operational excellence, elevate the member experience, and build high-performing teams. You excel at leading large, multi-functional service organizations, developing talent through coaching and accountability, and implementing process improvements that increase efficiency, compliance, and service quality. With a strong foundation in operations, workforce management, regulatory compliance, and cross-functional partnership, you are committed to fostering an engaging culture, delivering exceptional member outcomes, and aligning people, processes, and performance to achieve organizational goals.

WHAT YOU'LL DO:

• Coach and develop direct reports in order to achieve individual and team service, and member satisfaction goals.
• Directly manage all human resource processes for all direct reports, including appraisals, disciplinary actions, individual development plan, career development, training, interviews, incentive payouts and calculations, etc.
• Maintain a thorough understanding and ensure Contact Center compliance with all applicable state and federal laws and regulations related to contact center and credit union compliance, including bank secrecy and anti-money laundering laws.
• Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values.
• Maintain an in-depth knowledge of Golden 1 operational/lending policies and procedures, and identify, analyze, develop, and recommend policy and procedure changes for implementation.
• Identify, investigate, and resolve employee and member concerns in a timely manner.
• Communicate and interact with other departments, branches and contact center teams to assist with error resolution and information exchange.
• Develop and implement action plans that capitalize on opportunities, and support overall credit union production, service, and member satisfaction goals and expectations.
• Research, analyze, identify alternatives, and recommend improvements for operational efficiency.
• Analyze and report results of operations to Vice President and Senior Management as appropriate.
• Ensure that employees complete appropriate training curriculum (internal and external).
• Serve as an escalation point for problems that affect the Member Service Contact Center Teams.
• Provide back-up to Vice President as determined necessary.
• Ensure compliance with established policies and procedures for all Member Service Contact Center Teams.
• Participate and represent Golden 1 in community events, member service workshops, and Select Employee Groups.
• Maintain a thorough knowledge of Golden 1 policies and procedures, and current trends in the Member Service Contact Center environment.
• Supports expense management and overall achievement of company goals.
• Performs other duties and projects as assigned.

QUALIFICIATIONS AND PREFERENCES:

• Bachelor's Degree in related field or equivalent work experience required
• 7+ years progressively responsible contact center or production management in a service environment required
• 3+ years additional experience in leading a contact center or retail team in a production environment required

WHY JOIN US:

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union's discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

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