Senior Contact Center Leader: Strategy & Service Excellence

KALSEE Credit Union; Portage (MI); On-site; USD 90,000 - 130,000; Full time

Job summary

KALSEE Credit Union is seeking a Sr. Contact Center Manager to oversee performance and strategic direction for the Contact Center.

You will lead managers and frontline staff, ensuring exceptional member service, operational excellence, and a culture of continuous improvement. You will develop long-term strategies, align objectives with company goals, monitor KPIs, and partner with senior leadership to optimize processes and technology.

Qualifications

• Bachelor’s degree preferred with extensive contact center/financial services experience.
• Experience leading managers and frontline staff in a financial institution.
• Strong analytics, process improvement, and compliance awareness.

Responsibilities

• Provide strategic direction and leadership to Contact Center Managers and staff.
• Foster a positive, performance-driven culture and drive engagement.
• Develop long-term strategies to improve operational goals and member satisfaction.
• Align Contact Center objectives with company strategy and vision.
• Monitor KPIs and implement performance improvements.
• Mentor managers and frontline staff with coaching and development.
• Evaluate technology to enhance operations, workflows, and member interactions.
• Collaborate with other departments to ensure seamless member service.
• Deliver updates on performance and strategic initiatives to senior leadership.
• Stay informed on industry trends and compliance requirements.

Skills

Strong listening

Communication skills

Leadership

Employee motivation

Member needs insight

Strategic planning

Problem solving

Process optimization

Data-driven decisions

Attention to detail

Professional demeanor

Emotional intelligence

Education

Bachelor's degree preferred

Tools

Glia

Sync-1

CU*Answers

Quick Assist

Hyosung ITMs

Job description

KALSEE Credit Union is seeking a Sr. Contact Center Manager to oversee performance and strategic direction for the Contact Center.

You will lead managers and frontline staff, ensuring exceptional member service, operational excellence, and a culture of continuous improvement. You will develop long-term strategies, align objectives with company goals, monitor KPIs, and partner with senior leadership to optimize processes and technology.