Onsite Contact Center Leader: Drive Service & Growth

Travis Credit Union; Vacaville (CA); On-site; USD 69,596 - 85,966; Full time

Benefits offered by this job

Competitive benefits

Total Rewards program

Vacation and holidays

Job summary

Travis Credit Union is seeking a Contact Center Manager to lead daily operations of the member support center at our Vacaville offices. You will coach staff, optimize processes, drive service excellence, and ensure regulatory compliance across state and federal requirements.

This role reports to the Manager, Contact Center and requires a BA/BS or equivalent, 4+ years in supervision, 5+ years in inbound call center experience, and strong leadership, communication, and bilingual English/Spanish

Qualifications

• BA/BS in business or related field or equivalent work experience.
• Minimum 4 years in supervisory or leadership role.
• Minimum 5 years inbound call center experience.
• Bilingual English/Spanish preferred but not required.

Responsibilities

• Oversees and directs daily operations of the contact center department.
• Fosters collaboration and improves contact center support channels.
• Manages organizational planning and design for contact center.
• Develops performance analyses and reporting methodologies.
• Implements process improvements and cost efficiencies.
• Ensures regulatory compliance across State, Federal, industry and internal requirements.

Skills

Leadership

Project management

Process improvement

Regulatory knowledge

Communication

Team development

Analytical

Decision making

Education

BA/BS in business or related field

Tools

CRM systems

Job description

Travis Credit Union is seeking a Contact Center Manager to lead daily operations of the member support center at our Vacaville offices. You will coach staff, optimize processes, drive service excellence, and ensure regulatory compliance across state and federal requirements.

This role reports to the Manager, Contact Center and requires a BA/BS or equivalent, 4+ years in supervision, 5+ years in inbound call center experience, and strong leadership, communication, and bilingual English/Spanish