On-Site Call Center Manager — Lead & Elevate CX

Secunm; Glenwood Hills (NM); On-site; USD 63,000 - 79,000; Full time

Job summary

The Call Center Manager at State Employees Credit Union of New Mexico leads the operations, develops staff, and ensures service excellence and compliance with policies and regulatory requirements.

This exempt, on-site role requires a Bachelor's degree in Business Administration or related field and 5+ years in call center operations, with at least 2 years of supervisory experience; travel as required.

Qualifications

• Bachelor's degree plus five+ years of progressively responsible experience in call center operations or related field.
• Two or more years of direct supervisory or management experience are required.
• Experience leading staff at multiple worksites is preferred.

Responsibilities

• Lead and manage Call Center operations, establishing service quality, productivity, and member experience expectations.
• Supervise, coach, develop, and evaluate Call Center staff including onboarding, training, and performance management.
• Monitor and analyze performance metrics such as service levels, call volumes, and member satisfaction; implement improvements.

Skills

Call Center operations

People management

Analytical skills

Regulatory knowledge

Communication skills

Education

Bachelor's degree in Business Administration or related field

Tools

Microsoft Office

Call center software

Core processing systems

Job description

The Call Center Manager at State Employees Credit Union of New Mexico leads the operations, develops staff, and ensures service excellence and compliance with policies and regulatory requirements.

This exempt, on-site role requires a Bachelor's degree in Business Administration or related field and 5+ years in call center operations, with at least 2 years of supervisory experience; travel as required.