Retail Contact Center Leader | Member Experience

JSC Federal Credit Union; Webster, Northern (TX, KY); Hybrid; USD 85,000 - 105,000; Full time

Job summary

Wellby in Webster, TX is seeking a Manager of Retail Contact Center to lead a high-performing team and deliver exceptional member experiences in a fast-paced financial services environment.

The role oversees supervisors, drives KPI performance, and partners with Product, Communications, and Digital teams to optimize member engagement across channels. Onsite with potential flexibility for alignment with business needs.

Qualifications

• Minimum five (5) to seven (7) years of financial services and contact center experience.
• Bachelor’s degree in finance, business development or related field preferred.
• Minimum three (3) years of leadership experience in a technically advanced contact center environment.
• Minimum two (2) years of credit union or retail banking experience.

Responsibilities

• Supervise, hire, train, schedule, and assign work; assess performance and provide coaching.
• Partner with cross-functional teams to ensure best-in-class member experiences.
• Drive contact center metrics, reporting, and KPI performance.
• Work onsite in Webster, TX with flexibility for remote as needed.

Skills

Leadership

Communication

Training

Data analysis

Time management

Cross-functional collaboration

Education

Bachelor's degree in finance, business development or related field

Tools

Microsoft Office Suite

Teams

Zoom

CRM systems

Job description

Wellby in Webster, TX is seeking a Manager of Retail Contact Center to lead a high-performing team and deliver exceptional member experiences in a fast-paced financial services environment.

The role oversees supervisors, drives KPI performance, and partners with Product, Communications, and Digital teams to optimize member engagement across channels. Onsite with potential flexibility for alignment with business needs.