Multichannel Contact Center Manager

Socket.dev; Charlotte (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

Carolinas Telco Federal Credit Union (CTFCU) seeks a Contact Center Manager to lead the contact center across phone and digital channels, delivering timely, secure, and personalized service.

You will develop staff and team leads, manage staffing, performance metrics, quality assurance, and training; partner with branches, operations, IT, and compliance to improve processes and member experience.

Qualifications

• Bachelor's degree preferred; equivalent combination of education and relevant experience considered.
• 5+ years in contact center operations with supervisory/management experience preferred.
• Credit union or regulated financial services experience strongly preferred.
• Demonstrated success coaching and retaining teams while managing performance and priorities.
• Knowledge of deposit accounts, lending, digital banking, fraud prevention, and customer authentication.

Responsibilities

• Provide strategic and day-to-day leadership for the Contact Center including team leads and specialists.
• Coach employees through regular one-on-one meetings, reviews, and development planning.
• Recruit, onboard, schedule, and retain qualified staff; develop team leads and succession plans.
• Forecast workload and staffing; manage schedules, attendance, payroll, and queue coverage.
• Monitor service levels, speed to answer, first-contact resolution, and member satisfaction; use data to drive improvement.
• Resolve member questions and complaints promptly and accurately within timeframes.
• Maintain quality assurance, training, and compliance with policies and security practices.

Skills

Leadership

Coaching & Development

Multichannel service

Performance management

Workforce scheduling

Data analytics

Compliance

Budgeting

Education

Bachelor's degree in business, finance, management, communications, or related field

Job description

Carolinas Telco Federal Credit Union (CTFCU) seeks a Contact Center Manager to lead the contact center across phone and digital channels, delivering timely, secure, and personalized service.

You will develop staff and team leads, manage staffing, performance metrics, quality assurance, and training; partner with branches, operations, IT, and compliance to improve processes and member experience.