Member Experience Lead - Call Center Coach

Spectra Credit Union; Alexandria (VA); Hybrid; USD 63,000 - 75,000; Full time

Job summary

Spectra Credit Union is hiring an Assistant Communication Center Manager in Alexandria, VA to lead daily operations of the Communication Center and enhance member satisfaction. You will coach staff, monitor performance metrics, and drive service quality across channels.

The role emphasizes development of employees, achievement of service goals, and promoting products and services to meet member needs in a fast-paced environment.

Qualifications

• Associate degree or completion of a specialized course of study at a business or trade school required. Equivalent relevant work experience may be considered.
• Two to five years of leadership, supervision, call center operations, member service, contact center operations, or a financial institution environment.
• Contact center, customer service, or supervisory certifications preferred.
• Demonstrated leadership, coaching, and employee development experience.
• Knowledge of contact center operations, workforce management, quality assurance, and service metrics.
• Strong analytical, decision-making, and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency with contact center systems, CRM platforms, workforce management tools, and Microsoft Office applications.

Responsibilities

• Direct, develop, coach, and motivate Communication Center team members.
• Provide ongoing feedback, performance coaching, and development opportunities.
• Assist with onboarding, training, and employee development initiatives.
• Conduct team meetings to communicate service goals, operational updates, and departmental initiatives.
• Monitor employee performance metrics and coach staff to improve member experience, productivity, and service quality.
• Assist in resolving member escalations and employee concerns.
• Support the planning and execution of initiatives that align with strategic and departmental goals.
• Monitor call quality, service standards, and performance metrics to ensure exceptional member service.
• Foster a culture of member-centric service excellence and continuous improvement.
• Support efforts to strengthen member relationships and promote products and services that meet member needs.
• Monitor daily Communication Center operations, including service levels, call volumes, response times, and productivity goals.
• Assist with workforce management activities, including scheduling, forecasting, staffing adjustments, and queue management.
• Analyze operational reports and performance metrics to identify trends and improvement opportunities.
• Ensure compliance with departmental procedures, service standards, and regulatory requirements.
• Support the implementation of new products, services, technologies, and operational processes.
• Maintain compliance with applicable laws and regulations, including but not limited to the Bank Secrecy Act, USA PATRIOT Act, and Office of Foreign Assets Control requirements.

Skills

Member Service Focused

Strong Leader

Team Coaching

Relationship Builder

Strategic Problem Solver

Results Driven

Adaptable

Effective Communicator

Team-Oriented

Organized and Detail-Oriented

Decision Maker

Continuous Improvement

Education

Associate degree or equivalent

Job description

Spectra Credit Union is hiring an Assistant Communication Center Manager in Alexandria, VA to lead daily operations of the Communication Center and enhance member satisfaction. You will coach staff, monitor performance metrics, and drive service quality across channels.

The role emphasizes development of employees, achievement of service goals, and promoting products and services to meet member needs in a fast-paced environment.