Senior Contact Center Manager

Travis Credit Union; Vacaville (CA); On-site; USD 98,000 - 121,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

Mental health programs

Employee incentive plan

Merit-based salary increases

401(k) employer match

Holiday and vacation policies

Employee discounts

Job summary

Travis Credit Union in Vacaville, CA is seeking a Contact Center Management leader to drive high-quality member experiences across service channels, optimize workforce, and lead data-driven improvements. The role manages 5-7 supervisors, requires 7+ years in contact center leadership, and BA/BS in business or related field. Spanish + English bilingual is preferred. This position offers a comprehensive benefits package and a compensation range aligned with experience.

Qualifications

• Minimum 5 years in supervisory or leadership role.
• Minimum 7 years of contact center experience.
• Bilingual in Spanish and English preferred, but not required.
• BA/BS in business, finance or related field; or equivalent work experience.

Responsibilities

• Lead and develop 5–7 contact center supervisors and staff.
• Drive operational excellence through data-driven decision making.
• Align daily operations with organizational strategy and customer experience metrics.
• Coach staff to achieve performance goals and KPI targets.

Skills

Leadership

Workforce optimization

Analytics

Coaching

Communication

Cross-functional collaboration

Strategic thinking

Change management

Problem solving

Education

BA/BS in business, finance or related field

Job description

Travis Credit Union in Vacaville, CA is seeking a Contact Center Management leader to drive high-quality member experiences across service channels, optimize workforce, and lead data-driven improvements. The role manages 5-7 supervisors, requires 7+ years in contact center leadership, and BA/BS in business or related field. Spanish + English bilingual is preferred. This position offers a comprehensive benefits package and a compensation range aligned with experience.