Job Description
Job Description
Contact Center Manager
At Superior Choice Credit Union, we're committed to providing exceptional service and helping our members achieve their financial goals. We're looking for a Contact Center Manager who is passionate about leading people, improving processes, and delivering a high-quality member experience.
In this role, you'll oversee the daily operations of the Contact Center, support and develop team members, and help ensure every interaction reflects SCCU's commitment to service excellence.
What You'll Do
- Lead the day-to-day operations of the Contact Center.
- Provide coaching, scheduling, training, and performance support to Contact Center team members.
- Assist members and employees with inquiries while ensuring exceptional service.
- Identify opportunities to improve workflows, processes, and departmental efficiency.
- Support member acquisition and retention initiatives.
- Identify member needs and promote relevant credit union products and services.
- Ensure member account information is entered accurately across systems.
- Monitor service quality and foster a positive, high-performing team culture.
What We're Looking For
- High school diploma or equivalent.
- One to three years of related leadership, contact center, customer service, or financial institution experience.
- Strong leadership, coaching, and interpersonal skills.
- Excellent verbal and written communication abilities.
- Strong organizational skills and attention to detail.
- Ability to work independently and collaboratively.
- Advanced proficiency with Microsoft Office and business software applications.
- Commitment to delivering exceptional member experiences.
Why Join Superior Choice Credit Union?
At SCCU, our mission is to provide superior service while delivering products and services that meet the financial needs of our members. For more than 90 years, we have proudly served communities across Wisconsin and Minnesota while fostering a workplace where employees can grow, contribute, and make a meaningful impact.
Join a team where your work matters, your contributions are valued, and every day is an opportunity to help members achieve financial success.