Member Contact Center Manager

Job Description

Job Description

Contact Center Manager

Do you thrive in fast-paced environments where leadership, strategy, and service excellence come together? Community Choice Credit Union is looking for a Contact Center Manager to lead our frontline teams and deliver an exceptional member experience every day.

This is your opportunity to drive strategy, inspire teams, and make a lasting impact on thousands of members who rely on us for their financial needs.

What You’ll Do

• Lead with vision: Oversee daily contact center operations while aligning with organizational goals and service standards.

• Inspire teams: Coach and develop Team Managers, fostering a culture of accountability, growth, and recognition.

• Drive results: Monitor KPIs such as service levels, quality scores, and Net Promoter Score (NPS) to ensure strong performance.

• Collaborate across the credit union: Partner with Quality, Training, IT, and senior leadership to deliver innovative solutions.

• Manage resources: Oversee staffing, workforce planning, budgeting, and technology to maximize efficiency.

What We’re Looking For

• Bachelor’s degree in Business, Operations, or a related field.

• 5+ years of experience in contact center operations, including at least 2 years in a leadership role.

• Credit union or financial services background preferred.

• Strong skills in workforce management platforms (e.g., Five9, NICE, Verint) and data-driven decision-making.

• A leader with excellent communication, coaching, and change management abilities who thrives in a dynamic environment.

Why Join Us?

At Community Choice, we believe in empowering our people to grow, lead, and innovate. As Contact Center Manager, you’ll play a key role in shaping how we serve members and support your team in reaching their full potential. We offer:

• Competitive compensation and benefits

• Hybrid/remote flexibility based on business needs

• A culture focused on collaboration, recognition, and member impact

Ready to Apply?

If you’re ready to lead with purpose and elevate member service, we’d love to hear from you.
Apply today and join a team committed to making a difference.