Contact Center Manager

Under the direction of the Assistant Vice President (AVP) of Contact Center the Contact Center Manager is responsible for leading the daily operations and supervision of the Contact Center team. This role serves as both a key internal resource and subject matter expert managing complex member escalations while providing guidance and coaching to develop a high-performing service-focused team.

The Contact Center Manager drives departmental effectiveness by setting clear priorities and performance expectations while executing and continuously evaluating operations processes and results to ensure efficiency service excellence regulatory compliance and the consistent achievement of departmental goals.

Schedule: Full-Time availability to work 40 hours per week during the business hours between 8:00AM-6:00PM Monday through Friday with rotating Saturday availability in a hybrid work environment.

What you will do:

Management Responsibilities & Team Development

Oversee the daily operations of Contact Center Specialists and Senior Contact Center Specialists ensuring performance goals and high-quality member service expectations are consistently met by monitoring transactions product and service maintenance requests and communications.
Drive development for all Contact Center staff through structured coaching and performance management by reviewing member calls tracking individual performance metrics and conducting regular 1:1 meetings to assess progress provide feedback align on strategic initiatives and establish career development goals.
Facilitate monthly team meetings to promote collaboration communication and knowledge sharing; establish cross-training across the team to reinforce business continuity.
Support the AVP Contact Center in workforce planning and key personnel actions including interviewing hiring and coordinating employee transfers and promotions as well as administering disciplinary actions as needed.
Partner with the AVP of Contact Center to cultivate a service-oriented culture while building and leading a high-performing team that proactively identifies opportunities for growth and improvement.
Serve as a subject matter expert and mentor by providing guidance assisting with complex member requests and call escalations and supporting team members in issue resolution.

Contact Center Operations

Ensure members are serviced in a timely and professional manner by reviewing and tracking measurable performance standards including high call efficiency and low abandonment rate.
Consistently monitor calls and team performance and provide monthly call-monitoring metrics to the AVP of Contact Center to further evaluate call-quality standards identify areas of growth and implement process improvements.
Identify operational gaps and implement process improvements to enhance efficiency scalability and uphold a culture of innovation and advancement.
Troubleshoot operational and system issues providing solutions and equipping staff with the tools and resources needed to support Contact Center technologies channels and service products.
Develop and maintain thorough and up-to-date Contact Center policies procedures and other internal resources to ensure accuracy and consistency.
Administer user access for specialized Contact Center systems adhering to established guidelines for user setup maintenance and deactivation.

Member Excellence & Quality Assurance

Serve as the secondary escalation point for complex member issues ensuring timely resolution member retention and risk mitigation.
Ensure operational issues and service disruptions are promptly identified communicated and resolved in partnership with the AVP Contact Center or other applicable internal and external stakeholders.
Monitor Contact Center data metrics through daily and monthly reports (hold time wait time talk time service level staffing level etc.) and provide trend analysis to the AVP Contact Center.
Support regulatory compliance by assisting the AVP Contact Center with audits and requests from regulatory agencies and internal/external auditors.
Remain current on industry trends best practices products services communication channel technologies and regulatory requirements impacting Contact Center operations and member experience.

Here is what you will bring to our Contact Center Team:

Minimum Qualifications

High school diploma or GED
4 years of demonstrated experience in contact center or financial institution operations with progressive responsibility handling complex member interactions across multi-channel platforms
3 years of management experience in a contact center environment or financial institution
Proven leadership experience including coaching mentoring developing and motivating staff
Highly detail-oriented with the ability to manage multiple priorities efficiently
Excellent verbal and written communication skills with the ability to collaborate effectively across departments to achieve business goals and objectives

Preferred Qualifications

Bachelors degree from an accredited college or university in Business Administration Management or related field
4 years of experience supporting financial institution products and services (e.g. deposits digital banking platforms) within a contact center or related environment
3 years of leadership experience with responsibility for setting team objectives driving performance outcomes and managing multi-channel operations
Experience managing and scaling teams of 10 direct and/or indirect reports
Demonstrated experience monitoring and analyzing key performance metrics including but not limited to call volume response time and average talk time
Demonstrated knowledge of modern contact center technologies (phone mail email chat) and troubleshooting practices
Familiarity with IVR quality monitoring and workforce management tools
Knowledge of project management process
Demonstrated experience with Episys Quest (Symitar) and Five9 IVA/DVA

About United Heritage Credit Union:

The Credit Union was established in 1957 as an Austin-based credit union and over 65 years later we continue to serve communities in Central Texas Austin and Tyler communities as well as those that live in the rest of Texas through TXCC membership. Through innovative technology exemplary service standards and competitive products United Heritage continues to be a strong force in the credit union industry. UHCU has over $1.7 billion in assets more than 78000 members 10 branch locations and approximately 270 employees. We are a full-service financial institution whose vision is To be your primary financial institution. Being part of our credit union means being part of our community.

UHCU Offers:

• Competitive Benefits Package
• 401(k) options (Pre-Tax or Roth)
• Generous paid time off (PTO)
• Tuition Reimbursement Program

Important Note: We take hiring very seriously. Interviewing at UHCU may include phone interviews as well as 1st & 2nd round interviews. We are unable to follow-up with each and every applicant but we do our best to run a thorough process for candidates whom we identify as a potential fit. We will be sure to contact you if that is the case!

Required Experience:

Manager