Omnichannel Contact Center Leader | Hybrid & Data-Driven

Arlingtoncu; Alexandria (VA); Hybrid; USD 93,000 - 109,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan with profit sharing

Paid holidays and PTO

Pet insurance

Culture day and birthday off

Job summary

COFCU in Alexandria, VA, is seeking a Contact Center Manager to lead day-to-day operations across phone, chat, secure messaging, and virtual channels. You will own service delivery, team performance, and member experience outcomes while coaching managers and frontline staff.

This hands-on leadership role requires a data-driven mindset and strong regulatory awareness. The role offers a hybrid schedule (2 days onsite) with frequent travel between Alexandria and Harrisonburg, supporting engagement

Qualifications

• Bachelor’s degree in business, management, finance, or related field preferred; equivalent combination of education and experience considered.
• 5–7 years of progressively responsible experience in contact center operations or related leadership roles.
• 2+ years of direct management or supervisory experience.
• Strong knowledge of contact center operations including workforce management, SLAs, quality assurance, and metrics.
• Experience with digital service channels and self-service adoption.
• Proficiency with contact center technologies and CRM tools; MS Office.
• Experience supporting process improvement and change management.

Responsibilities

• Lead day-to-day operations across all service channels (phone, chat, secure messaging, virtual advisor).
• Own service delivery, team performance, and member experience outcomes.
• Coach and develop Assistant Managers and frontline staff.
• Manage KPIs, escalations, and cross-functional partnerships for consistency.
• Apply data-driven practices to improve performance and customer satisfaction.

Skills

Leadership

Data-driven

Analytical

Communication

Coaching

Education

Bachelor's degree in business

Tools

Workforce management systems

CRM platforms

Microsoft Office Suite

Reporting and analytics tools

Job description

COFCU in Alexandria, VA, is seeking a Contact Center Manager to lead day-to-day operations across phone, chat, secure messaging, and virtual channels. You will own service delivery, team performance, and member experience outcomes while coaching managers and frontline staff.

This hands-on leadership role requires a data-driven mindset and strong regulatory awareness. The role offers a hybrid schedule (2 days onsite) with frequent travel between Alexandria and Harrisonburg, supporting engagement