Senior Contact Center Leader - Strategy, Coaching & Ops

Kalsee Credit Union; Portage, Northern (MI, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Kalsee Credit Union in Portage, MI is seeking a Sr. Contact Center Manager to lead our Contact Center, aligning operations with strategic goals and delivering exceptional member service.

You will coach managers and frontline staff, optimize processes, monitor KPIs, and drive continuous improvement in a fast-paced financial environment. Strong leadership, analytics, and compliance knowledge are essential as you partner with senior leadership to enhance member experiences and engagement while

Qualifications

• Bachelor’s degree preferred; 5+ years in Contact Center ops or member services in a financial institution.
• At least 2 years in a leadership role overseeing teams and managers.
• Experience in lending/sales processes is highly preferred.
• Familiarity with contact center tech and performance analytics tools.
• Understanding of industry best practices, compliance regulations.

Responsibilities

• Provide strategic direction and leadership to Contact Center Managers and frontline employees.
• Foster a positive, inclusive, performance-driven culture.
• Develop and implement long-term strategies to enhance member satisfaction and operational goals.
• Align Contact Center objectives with overall company strategy and vision.
• Monitor and analyze key performance metrics to meet service standards.
• Identify areas for improvement and implement performance initiatives.
• Mentor and develop managers and frontline staff with coaching and training.
• Evaluate technology solutions to enhance operations and compliance.
• Collaborate with other departments to ensure seamless member interactions.
• Communicate performance updates to senior leadership.
• Stay informed about industry trends to enhance operations and strategy.

Skills

Leadership

Communication

Team management

Performance analytics

Compliance awareness

Financial institution experience

Industry trends knowledge

Glia, Sync-1, CU*Answers familiarity

Education

Bachelor’s degree preferred

Tools

Glia

Sync-1

CU*Answers

Quick Assist

Hyosung ITMs

Job description

Kalsee Credit Union in Portage, MI is seeking a Sr. Contact Center Manager to lead our Contact Center, aligning operations with strategic goals and delivering exceptional member service.

You will coach managers and frontline staff, optimize processes, monitor KPIs, and drive continuous improvement in a fast-paced financial environment. Strong leadership, analytics, and compliance knowledge are essential as you partner with senior leadership to enhance member experiences and engagement while