Contact Center Manager at Quincy Credit Union

Weymouth, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Mar, 26

Salary

0.0

Posted On

24 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Member Service, Coaching, Staff Development, Operational Efficiency, Performance Monitoring, Problem Resolution, Compliance, Recruiting, Onboarding, Training, Scheduling, Digital Communication, Service Standards, Relationship Building, Needs-Based Conversations, Process Enhancements

Industry

Banking

Description

Description The Contact Center Manager is responsible for leading and managing the Credit Union’s Contact Center as a member-focused digital branch. This role ensures members and prospective members receive prompt, accurate, and courteous service across all contact channels while reinforcing the Credit Union’s mission, values, and commitment to exceptional member service. The Contact Center Manager drives service excellence, operational efficiency, employee development, and member relationship growth while supporting the Credit Union’s strategic goals and member experience initiatives. This role requires onsite presence to support staff, operations, and member service needs. Key Responsibilities Foster a strong, member-centric service culture by setting clear service standards and coaching staff in service excellence, relationship building, and needs-based conversations across all contact center channels. Lead contact center staffing by recruiting, onboarding, training, scheduling, and developing employees to meet service and operational goals, while driving engagement, accountability, and performance. Oversee contact center systems and digital communication channels in partnership with IT, Digital Banking, and vendors to improve efficiency, security, self-service, and the overall member experience. Monitor performance metrics and member feedback to identify trends, improve workflows, and implement process enhancements that support operational effectiveness. Resolve escalated or complex member issues with sound judgment while ensuring compliance with Credit Union policies, procedures, and regulatory requirements. Requirements Experience Three to five years of progressive experience in contact center, branch operations, or member service leadership. Credit union or financial services experience preferred. Education Associate degree required; bachelor’s degree preferred. An equivalent combination of education, training, certifications, and relevant experience may be considered. QCU is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable law.

Responsibilities

The Contact Center Manager leads and manages the Credit Union’s Contact Center, ensuring exceptional member service across all contact channels. This role includes fostering a member-centric culture, overseeing staffing and training, and improving operational efficiency.