Contact Center Manager

Our client is seeking a dynamic Contact Center Manager to lead the day-to-day operations of their member support team. This role is responsible for managing both internal and outsourced call center functions, ensuring exceptional service delivery across phone, ticketing, and chat channels.

Key Responsibilities:

• Oversee daily Contact Center operations, including recruitment, training, performance evaluations, and coordination with outsourced partners
• Develop and implement inbound and outbound communication strategies across multiple platforms
• Manage relationships with phone system vendors and provide support for technical issues
• Resolve complex member concerns, offering guidance and effective solutions
• Monitor contact interactions to ensure compliance with regulatory standards and internal policies
• Maintain and analyze performance metrics and dashboards to track team productivity and service levels

Qualifications:

• 3–5 years of related experience, preferably in a credit union or financial institution
• College degree strongly preferred
• Strong communication skills, both verbal and written
• Ability to collaborate with members, vendors, and cross-functional teams

Benefits Offered:

• Robust Benefits Package: Medical, dental, vision, retirement plans, and more
• Work-Life Balance: No weekends required
• Career Development: Tuition assistance and growth opportunities
• Exclusive Perks: Employee discounts and loan discounts

Addison Group is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.