Senior Contact Center Manager — Elevate Member Experience

Meritrust Credit Union; Broomfield (CO); On-site; USD 70,000 - 100,000; Full time

Job summary

Meritrust Credit Union in Colorado is seeking a Contact Center Manager to lead daily operations, guiding staff to deliver outstanding member service and address inquiries and transactions efficiently. You will oversee the staff and member experience, coordinating workflow and ensuring compliance with regulatory standards.

The role requires strong leadership, expertise with CRM and call routing, and the ability to analyze performance metrics to drive improvements.

Qualifications

• High school diploma required; further education preferred.
• Minimum 5 years in a contact center, with at least 2 in supervision.
• Strong understanding of credit union products, services, and regulatory requirements.

Responsibilities

• Oversee supervision, development and accountability of direct reports.
• Coach teams to deliver outstanding member service and meet performance targets.
• Monitor calls and QA; provide timely feedback and reports for improvements.
• Analyze metrics to drive efficiency and member satisfaction.
• Handle escalated member issues to ensure service excellence.
• Lead routine huddles and training programs; collaborate with partners.

Skills

CRM familiarity

Call routing

Performance metrics

Leadership

Education

High School diploma

Tools

CRM systems

Call management software

Data analysis

Job description

Meritrust Credit Union in Colorado is seeking a Contact Center Manager to lead daily operations, guiding staff to deliver outstanding member service and address inquiries and transactions efficiently. You will oversee the staff and member experience, coordinating workflow and ensuring compliance with regulatory standards.

The role requires strong leadership, expertise with CRM and call routing, and the ability to analyze performance metrics to drive improvements.