Contact Center Manager

Justice Federal Credit Union, a 2022 American Banker “Best Credit Unions to Work For” award winner is seeking an experienced servant leader to lead and grow our Contact Center. If you are skilled at coaching and developing employees, delivering best-in-class member experience, fostering internal relationships, and demonstrating strategic leadership, we invite you to apply.

Key Job Functions:

• Leads by example and fosters an environment of coaching, active listening, transparency, inclusion, professional growth, and support, to include performance appraisals, corrective actions, and regular employee feedback.
• Develops, tracks, and analyzes objectives and outcomes for actionable insights and strategic recommendations associated with the Contact Center, and ensures departmental goals are achieved.
• Leads departmental projects and provides appropriate support for inter-departmental and organizational projects, ensuring deliverable are completed in accordance with deadlines and budgeting.
• Stays up to date of latest industry trends, metrics, technologies, and member experience enhancements for incorporation into the Contact Center.
• Provides a concise synopsis of data including recommendations to management in a turn-key format.
• Able to effectively communicate with tact, diplomacy and compassion with member and employees at all levels.

Required Skills and Experience:

• Eight to ten years of similar or related experience. Previous experience in a Contact Center or Financial Institution is strongly preferred.
• Minimum of three years of supervisory experience.
• A bachelor’s degree, or formal certifications recognized in the industry as equivalent to a bachelor's degree.
• Must be able to obtain and maintain Credit Union National Association Financial Counseling certification (CCUFC).

Employee Benefits Include:

• Voluntary Life Insurance
• Flexible Spending Accounts
• 12 Paid Holidays (includes Birthday)
• Generous Paid Time Off Policy (PTO)
• Medical (with HRA) / Dental / Vision Insurance
• Corporate Bonus (based on organizational goals)
• Retirement Savings Plans with 6% Employer Match (fully vested on day one)
• Company-Paid Benefits Including Basic Life Insurance, Disability Insurance, and Financial Wellness
• And more!

Justice Federal does not provide Visa sponsorship to employees or candidates.

Compensation ranges are based on market data that enables Justice Federal Credit Union to remain competitive with other credit unions of similar asset size.

Employment offers are extended within the compensation range of the position; and are commensurate with candidate experience, knowledge, and geographic location.

Disclaimer: Justice Federal reserves the right to fill this role at a higher/lower grade level based on candidate experience and/or business need.

Equal Opportunity/Affirmative Action employer. This company considers candidates regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.