Member Care Center Leader: Experience & Growth

Blue Federal Credit Union; Cheyenne, Northern (WY, KY); Hybrid; USD 64,000 - 72,000; Full time

Job summary

Blue Federal Credit Union is seeking an MRCC Manager in Cheyenne, WY to lead the Contact Center, drive performance, and enhance member experience. The role emphasizes staff development, process improvement, and compliance within a fast-paced environment.

The position requires strong leadership, coaching skills, and a focus on quality service across multiple channels to support members and achieve organizational goals.

Qualifications

• Three to five years of contact center operations experience.
• One to three years coaching and leading a team.
• Technical literacy across multiple platforms.

Responsibilities

• Lead and manage MRCC operations to improve member engagement.
• Monitor system performance and drive process improvements.
• Develop a learning environment and succession planning.
• Align staff with compliance standards and quality metrics.
• Design proactive programs to meet member needs across channels.

Skills

Contact center operations

Workforce planning

Leadership

Coaching

Technical literacy

Education

Two-year degree

Tools

CRM systems

Data analysis tools

Job description

Blue Federal Credit Union is seeking an MRCC Manager in Cheyenne, WY to lead the Contact Center, drive performance, and enhance member experience. The role emphasizes staff development, process improvement, and compliance within a fast-paced environment.

The position requires strong leadership, coaching skills, and a focus on quality service across multiple channels to support members and achieve organizational goals.