Omnichannel Contact Center Leader | Hybrid | Data-Driven

ARLINGTON COMMUNITY FEDERAL CREDIT UNION; Alexandria (VA); Hybrid; USD 93,000 - 109,000; Full time

Benefits offered by this job

Competitive compensation

Benefits package

Career development

Job summary

Arlington Community Federal Credit Union in Alexandria, VA is seeking a Contact Center Manager to lead day-to-day operations across phone, chat, and digital channels. This hands-on leadership role focuses on coaching teams, driving performance, and delivering a remarkable member experience.

The ideal candidate has 5–7 years in contact center leadership, experience with workforce management, CRM platforms, and data-driven performance improvements; travel between Alexandria and Harrisonburg is

Qualifications

• Bachelor's degree in business, management, or related field.
• 5–7 years of experience in contact center operations or customer member service leadership.
• Experience coaching and developing teams.
• Strong knowledge of omnichannel service delivery and workforce management.
• Experience with digital service channels and self-service tools.
• Proficiency with CRM platforms, reporting tools and MS Office.
• Knowledge of BSA/OFAC regulatory requirements for contact centers.

Responsibilities

• Lead day-to-day contact center operations across all service channels.
• Translate strategy into operational execution and set performance goals.
• Coach and develop Assistant Managers and frontline teams.
• Manage KPIs, escalations, and cross-functional partnerships.
• Ensure a high-quality member experience across channels.
• Travel between Alexandria, VA and Harrisonburg, VA locations as needed.

Skills

Team leadership

Workforce management

Omnichannel service

CRM platforms

Analytics

Communication

Leadership

Education

Bachelor's degree in business or related field

Tools

CRM platforms

Reporting tools

Microsoft Office Suite

Workforce management systems

Job description

Arlington Community Federal Credit Union in Alexandria, VA is seeking a Contact Center Manager to lead day-to-day operations across phone, chat, and digital channels. This hands-on leadership role focuses on coaching teams, driving performance, and delivering a remarkable member experience.

The ideal candidate has 5–7 years in contact center leadership, experience with workforce management, CRM platforms, and data-driven performance improvements; travel between Alexandria and Harrisonburg is