Remote-Eligible Contact Center Leader - Member Experience

Central Willamette Credit Union; Albany (OR); Hybrid; USD 69,000 - 86,000; Full time

Benefits offered by this job

Three weeks vacation

10 paid holidays

Five paid sick days

Medical, dental, and vision insurance

Semi-annual incentive up to 3.5%

401(k) match

Job summary

Central Willamette Credit Union in Albany, Oregon seeks a Contact Center Manager to lead a high-performing team across phone and digital channels, elevating the member experience.

This working-manager role requires developing people, guiding strategies with data, and ensuring service levels while offering hybrid work after training; a bachelor's degree and 3–5 years in contact center leadership are preferred.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 3–5 years in contact center leadership, with focus on performance management.
• Experience leading remote and/or multifunctional teams; omnichannel delivery and analytics preferred.

Responsibilities

• Develop and execute the Contact Center strategy and business plan.
• Improve member experience, operational efficiency, and service delivery.
• Monitor KPIs and align team performance with goals; data-driven decisions.
• Lead recruitment, onboarding, training, and succession planning for the Contact Center.
• Provide hands-on coverage during peak volumes and system disruptions.

Skills

Leadership

Strategic planning

Data-driven decision making

Communication

Staff development

Operational excellence

Education

Bachelor’s degree in Business Administration/Management/Communications/Technology

Tools

Omnichannel tech

Contact Center software

Job description

Central Willamette Credit Union in Albany, Oregon seeks a Contact Center Manager to lead a high-performing team across phone and digital channels, elevating the member experience.

This working-manager role requires developing people, guiding strategies with data, and ensuring service levels while offering hybrid work after training; a bachelor's degree and 3–5 years in contact center leadership are preferred.