Member-Focused Contact Center Manager

RiseMe; El Paso (TX); On-site; USD 85,000 - 110,000; Full time

Job summary

GECU in El Paso, TX is seeking a hands-on Contact Center Manager to oversee daily operations, ensure service levels, member experience, and regulatory compliance. You will lead supervisors and staff, drive performance, and advance continuous improvement initiatives across channels (phone, IVR, chat, email).

The role requires a Bachelor’s degree or equivalent, 5+ years in a related area, and strong leadership, communication, and analytical skills to motivate a diverse team and manage budgets

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Extensive knowledge of credit union products and operations.
• Comprehensive understanding of Contact Center operations and service delivery.
• Strong knowledge of Contact Center technology and channels (telephone, IVR, chat, email).
• Knowledge of state and federal regulations governing credit unions (BSA/AML, CFT, MIP, OFAC).
• Ability to motivate and manage a diverse team; strong communication skills.

Responsibilities

• Accountable for day-to-day Contact Center performance and service levels.
• Lead supervisors and staff to meet goals and regulatory requirements.
• Monitor KPIs, reporting, and continuous improvement activities.
• Manage budgets and resource allocation to support goals.
• Foster a member-centric sales and service environment.
• Collaborate with other departments to enhance member experience.

Skills

Leadership

Staff development

Communication skills

Decision making

Cross-functional collaboration

Problem solving

Education

Bachelor’s degree or equivalent

Tools

Credit Union systems

IVR

Chat/email platforms

Job description

GECU in El Paso, TX is seeking a hands-on Contact Center Manager to oversee daily operations, ensure service levels, member experience, and regulatory compliance. You will lead supervisors and staff, drive performance, and advance continuous improvement initiatives across channels (phone, IVR, chat, email).

The role requires a Bachelor’s degree or equivalent, 5+ years in a related area, and strong leadership, communication, and analytical skills to motivate a diverse team and manage budgets