Senior Contact Center & Member Experience Lead

Carolinas Telco Federal Credit Union; Charlotte (NC); On-site; USD 85,000 - 120,000; Full time

Job summary

Carolinas Telco Federal Credit Union in Charlotte seeks a Contact Center Manager to lead the department, develop staff, and drive exceptional member service across phone, chat, and digital channels.

You will align operations with business goals, coach leaders, manage staffing and performance, and partner with branches and support teams to deliver consistent experiences while upholding regulatory and security standards.

Qualifications

• Bachelor's degree in business, finance, management, communications, or a related field preferred; equivalent experience considered.
• Five or more years of progressive experience in contact center operations, including supervisory or management experience.
• Credit union, community bank, consumer lending, or other regulated financial services experience preferred.
• Demonstrated success leading, coaching, developing, and retaining teams while managing performance and priorities.
• Ability to analyze operational and member-experience data and translate findings into action.

Responsibilities

• Provide strategic and day-to-day leadership for the Contact Center, overseeing staff and performance across channels.
• Coach employees through regular meetings, reviews, and development plans; manage staffing and succession.
• Recruit, interview, onboard, schedule, and retain qualified staff; develop team leads.
• Forecast call volumes and manage schedules, attendance, payroll, and coverage.
• Monitor service levels, speed to answer, first-contact resolution, and member satisfaction KPIs.
• Identify root causes from data and feedback and drive improvement initiatives.
• Ensure accurate, respectful resolution of questions and issues within timeframes.
• Maintain QA program with calibration, coaching, and adherence to standards.
• Train staff on products, services, systems, security, and regulatory requirements.
• Promote consultative conversations and effective referrals to loans, deposits, and digital services.
• Collaborate with branches and other departments to ensure smooth handoffs and consistent service.
• Oversee multichannel communications and assess tools to improve access and efficiency.
• Manage department budget, vendor relationships, and technology investments.
• Safeguard member information and ensure compliance with policies and regulations.

Skills

Leadership

Coaching & development

Staffing & scheduling

Multichannel service

Performance management

Education

Bachelor's degree in business, management, or related field

Tools

CRM systems

Workforce management software

Quality assurance tools

Call routing/IVR platforms

Job description

Carolinas Telco Federal Credit Union in Charlotte seeks a Contact Center Manager to lead the department, develop staff, and drive exceptional member service across phone, chat, and digital channels.

You will align operations with business goals, coach leaders, manage staffing and performance, and partner with branches and support teams to deliver consistent experiences while upholding regulatory and security standards.