Senior Contact Center Leader — Member Experience

Central Willamette Credit Union; Albany (OR); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Three weeks vacation first year

Four weeks after second year

10 paid holidays annually

Medical, dental, and vision insurance

Semi-annual incentive up to 3.5% of年度薪

CWCU 401(k) employer match

Job summary

Central Willamette Credit Union seeks a strategic, hands-on Contact Center Manager to lead a high-performing team across phone and digital channels. This role partners with the CXO Leadership Team to evolve the contact center strategy, operations, and member experience.

The manager will supervise Supervisors and frontline staff, ensuring service levels, quality, and efficiency while handling peak volumes and shifts as needed.

Qualifications

• Bachelor's degree in Business Administration or related field required.
• 3-5 years of progressive contact center experience preferred.
• Strong leadership, coaching, and performance-management skills.

Responsibilities

• Lead strategy, performance, and execution of the Contact Center initiatives.
• Develop and coach supervisors and team members to deliver exceptional member service.
• Monitor KPIs and drive improvements in service levels, quality, and efficiency.

Skills

Leadership

Communication

Data analysis

Vendor management

Operations management

Education

Bachelor's degree in Business Administration

Job description

Central Willamette Credit Union seeks a strategic, hands-on Contact Center Manager to lead a high-performing team across phone and digital channels. This role partners with the CXO Leadership Team to evolve the contact center strategy, operations, and member experience.

The manager will supervise Supervisors and frontline staff, ensuring service levels, quality, and efficiency while handling peak volumes and shifts as needed.