Contact Center Manager
Community Choice Credit Union
Hybrid Work Arrangement Eligible
Do you love developing people, creating exceptional member experiences, and leading a high-performing team? If you’re energized by coaching, driving results, and making a meaningful impact every day, Community Choice Credit Union wants to meet you!
We’re searching for a Contact Center Manager—a people-centered leader who will guide, inspire, and elevate our Member Contact Center team. In this role, you'll shape culture, champion service excellence, and ensure our members receive an exceptional experience with every interaction.
Why This Role Matters
As the first level of leadership within the Contact Center, you will mentor and empower team members, reinforce our core values, and foster an environment of growth, accountability, and continuous improvement. You will be a visible, trusted leader who sets clear expectations, observes performance daily, celebrates wins, and helps team members reach their fullest potential.
What You’ll Do
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Lead, coach, and develop Member Contact Center team members to achieve individual and organizational goals.
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Create a positive, high-performance culture where clear expectations, trust, and open communication drive success.
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Monitor and elevate performance, providing feedback, recognition, and targeted development opportunities.
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Manage daily operations, including work assignments, schedules, operational processes, and workflow efficiency.
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Track and analyze sales performance, ensuring Contact Center goals are achieved and exceeded.
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Develop and execute sales and promotional strategies that support credit union growth.
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Ensure accurate and timely handling of telephone, email, and TMC escalation requests.
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Oversee script accuracy by reviewing and updating TMC scripts to ensure members receive correct and timely information.
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Support compliance excellence, ensuring policies, procedures, and NCUA requirements are followed consistently.
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Recruit, interview, and select team members who will contribute to a strong, engaged, and enthusiastic team.
Who You Are
You are a people-first leader with a passion for coaching, accountability, and delivering a best-in-class member experience. You’re energized by helping others grow, improving processes, and seeing measurable results from your leadership.
What You Bring
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2–5 years of experience in a financial institution or related field.
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2–5 years of leadership experience strongly preferred.
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Strong knowledge of financial products, services, and Member Contact Center operations.
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Proven ability to coach, mentor, and inspire a team.
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Clear, confident communication and relationship-building skills.
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Ability to drive results, meet goals, and maintain high standards of service.
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Formal leadership/management education is a plus.
Work Environment
This role is eligible for a Hybrid Work Arrangement based on performance and business need.
Community Choice Credit Union is committed to creating an inclusive and accessible workplace. Reasonable accommodations are available to support team members with disabilities.
