Member Services Lead, Contact Center Excellence

Ultipro; Albuquerque (NM); On-site; USD 45,000 - 65,000; Full time

Job summary

Nusenda Credit Union in Albuquerque seeks a Member Service Manager to lead the Contact Center team delivering exceptional member service across phone, chat, and email channels. You will coach staff, conduct performance reviews, hire and train, and monitor metrics while ensuring compliance and driving cross-sell of products.

The role requires 3–5 years of related experience and an Associate's Degree in Business Administration or a related field, with open availability Monday–Saturday.

Qualifications

• Three to five years of similar or related experience.
• Associates Degree in Business Administration or related field.
• Experience in call center environments and cross-selling products.

Responsibilities

• Oversee day-to-day operations of the Member Service Representative Team.
• Coach, develop, and train staff; conduct monthly performance reviews.
• Ensure exceptional member service across phone, email, and chat channels.
• Monitor and address HR issues and prepare department performance reports.
• Lead meetings, monitor calls for quality, and ensure KPI achievement.
• Drive adherence to procedures and oversee staffing, training, and evaluations.

Skills

Customer service

Supervisory

Leadership

Communication

Problem solving

Microsoft Office

Education

Associates Degree in Business Administration or related field

Job description

Nusenda Credit Union in Albuquerque seeks a Member Service Manager to lead the Contact Center team delivering exceptional member service across phone, chat, and email channels. You will coach staff, conduct performance reviews, hire and train, and monitor metrics while ensuring compliance and driving cross-sell of products.

The role requires 3–5 years of related experience and an Associate's Degree in Business Administration or a related field, with open availability Monday–Saturday.