Member Experience Leader, Contact Center Operations

Us Community Credit Union; Nashville (TN); On-site; USD 65,000 - 90,000; Full time

Job summary

US Community Credit Union in Donelson, Nashville, TN is seeking a results-driven leader to head the Contact Center. You will guide daily operations, coach staff, optimize scheduling, and drive member satisfaction across phone and digital channels.

Responsibilities include enforcing quality, developing employees, reporting performance, and collaborating with other departments to resolve member needs and strengthen relationships, while maintaining compliance with credit union policies.

Qualifications

• Three to five years of similar or related experience.
• High school education or GED.
• Good listening and communications skills; able to operate a 10-key calculator, typewriter, and computer keyboard; able to make decisions with minimal information.

Responsibilities

• Lead daily operations of the Contact Center with coaching and support to staff while meeting service, quality, and operational goals.
• Oversee scheduling, workforce management, employee development, performance reviews and accountability.
• Educate members about credit union products and services and participate in member education campaigns.
• Prepare standard reports and attend management meetings; ensure compliance with policies and procedures.
• Identify opportunities to improve Contact Center processes, workflows, and service delivery; lead continuous improvement initiatives.
• Act as liaison between departments and members to resolve issues and investigate where needed.

Skills

Leadership

Staff coaching

Communication

Workforce management

Customer service

Education

High school diploma or GED

Tools

10-key calculator

Typewriter

Computer keyboard

Job description

US Community Credit Union in Donelson, Nashville, TN is seeking a results-driven leader to head the Contact Center. You will guide daily operations, coach staff, optimize scheduling, and drive member satisfaction across phone and digital channels.

Responsibilities include enforcing quality, developing employees, reporting performance, and collaborating with other departments to resolve member needs and strengthen relationships, while maintaining compliance with credit union policies.